Notification Emails #
| Event | Recipient | Template |
|---|---|---|
| Ticket created | Customer | auto-reply.php |
| Ticket created | Agent/team | ticket-created.php |
| Agent replied | Customer | agent-reply.php |
| Status changed | Customer | status-changed.php |
| Ticket assigned | Agent | ticket-assigned.php |
| SLA at risk | Agent | sla-at-risk.php |
| SLA violated | Agent + managers | sla-violated.php |
| Escalation | Managers | escalation-notification.php |
| CSAT survey | Customer | satisfaction-request.php |
Each event individually toggleable under Settings → Notifications.