Step emails (notifications)

The number one question people ask about a request is "any update?" Step emails answer it before they ask.

Add an email

In the editor's Automations step, find the step and click + Add notification under Emails. Choose who it goes to, write a subject and a message, and you're done. It sends every time a ticket arrives in that step.

Who it can go to

• ✉ Requester: the person who asked. Perfect for "We got it," "Scheduled for Thursday" and "All done."
• ✉ Owner: whoever's working it.
• ✉ Watchers: anyone following the ticket.
• ✉ The ticket's location (shared email): a store or site's shared inbox. See Locations.
• An email field on the ticket: like a customer's email on an order.
• ✉ Vendor contacts (Retail statements): with the Retail add-on, the contacts of the vendor or brand on a statement's ticket, looked up for each ticket. See Vendor credit statements.

Make it personal

Use merge fields like {{ticket.id}}, {{requester.name}} or {{ticket.fields}} (all the ticket's details in a tidy list). The emails go out with your logo, colors and sign-off.

Good to know

• Emails are queued and sent within a minute or so.
• Imported tickets never send emails, so you can bring history over quietly.
• Some emails are built in, like the confirmation a web form sender gets. You can change those too: see Built-in emails.