Close ticket customer notification

  • Resolved Vladimir

    (@vladav)


    3 months, 2 weeks ago

    Hi, I am trying to setup the plugin, everything works, now I am just strugling with setting Close ticket customer notification – even when ticket is set as Closed (“Uzavřené” in Czech language), the receiving mail is for reply status …

    Is there something wrong with my setting?
    https://www.prohelp.cz/xxx.png

    Thank you vrey much.

Viewing 4 replies - 1 through 4 (of 4 total)
  • miliighe

    (@miliighe)

    3 months, 1 week ago

    Hello Vladimir,

    It looks like you are closing the ticket using the “Reply and Close” feature.

    In this scenario, only the Reply Ticket Notification is triggered, not the separate Closed Ticket Notification. That’s why the customer is receiving the reply email instead of a closed status email.

    To send a proper close notification when using Reply and Close, please follow these steps:

    1. Go to Support → Email Notifications → Ticket Notifications
    2. Clone the Reply Ticket Notification
    3. Edit the newly cloned notification
    4. Update the subject and email body as per your Closed notification content
    5. Add a condition: Status equals Closed
    6. Add Customer as recipient
    7. Save the changes and enable the notification

    After this setup, whenever you use Reply and Close, the customer will receive the proper closed notification.

    Let us know if you need any further clarification.

    Thread Starter Vladimir

    (@vladav)

    3 months, 1 week ago

    Hi, thank you for replay – I did it (I hope at least), but the is no change – Close ticket staus change doesnt trigger the mail 🙁

    https://www.prohelp.cz/aaaaa.png

    https://www.prohelp.cz/bbbbb.png

    Can it be related to Czech language / translation?

    Plugin Contributor Nikhil G

    (@nsgawli)

    3 months, 1 week ago

    Hi Vladimir,
    Thank you for the screenshots — I can see the issue now.
    Your current setup is not correct, and it is not related to Czech language or translation.
    You have created the notification with the wrong trigger. That’s why it is not firing.
    Please follow these steps carefully:

    • Delete the notification you created for “Reply & Close”.
    • Go to:

    Support → Email Notifications → Ticket Notifications → Add New

    • Set:
    • Trigger: Ticket reply
    • Condition: Status equals Closed
    • Edit the subject and email body as per your Close ticket message.
    • Add Customer as recipient

    (You can add agents as well if needed.)

    • Save the changes and make sure the notification is Enabled.

    This configuration will correctly trigger the email when you use Reply and Close, because that action actually triggers a Ticket Reply event — not just a status change.
    You can see the reference screenshot on this link.
    It should work perfectly after this setup 👍

    Thread Starter Vladimir

    (@vladav)

    3 months, 1 week ago

    Hi, thank you for help, works nice now!

Viewing 4 replies - 1 through 4 (of 4 total)

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