Access ticket status notifications setup #

On the left-navigation menu, go to Settings > Notifications.

Set up ticket status notification #

• Step 1: Turn on the toggle to enable the ticket updates you prefer. 

• Step 2: Choose the channels customers usually send tickets to you. These selected channels will get email updates about status changes. 

• Email: Only tickets sent via email get email notifications.
• Widget: Only tickets sent through the widget get email notifications.
• Email and widget: Tickets from both email and widget get email notifications

Note: You cannot enable different templates for the same channel. 

• Step 3: Edit the default template or create a new one. 

With either option, you will be directed to this modal to customize your template. 

• Template name: Name for the template. For example, default confirmation email 
• Template content: Customize the email content
  • Email subject: Summary of the email’s contents. 
  • Message: The body of your email 
  • Dynamic values: Dynamic values in your email are smart placeholders that automatically update with personalized information, ensuring your messages feel professional and tailored

You can add dynamic values to both the email subject and body. 

• Ticket ID: Ticket number
• Store name: Your store name 
• Customer name: Name of your customers 
• Primary email: The email you set as primary in your email channel list. In this example, the email address from our demo store is set as primary. 

• Message history: Your ticket history
• Ticket subject: Your email subject  
• Ticket content: What’s inside your ticket 
• Send test email: You can send a test email when you are done customizing. Enter your email address and click on ‘Send test email’. 

For example, we are sending a test email using the default resolution template. This email includes all the dynamic values listed above. The email should look like this: 

• Step 4: Click ‘Save’ when you are done. 

Support Channels #

If you ever need assistance, our Help Center is packed with comprehensive guides and tutorials.

At MooseDesk, we’re always here to help. Our dedicated email and live chat teams are available around the clock. Drop us an email at help@moosedesk.com, or click the Live Chat icon located at the bottom left corner of the MooseDesk app, our official website, and even within this Help Center.