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Support Ticket Updates

Channel📧 Email
Sent toThe reporter, and other ticket subscribers

Keeps everyone on a support ticket in the loop as it's worked on.

How to enable​

No setup needed. A ticket is created either by emailing support directly or by submitting one through the in-app support panel; replying or being added to a ticket makes you a subscriber automatically. You can unsubscribe from a specific ticket via the unsubscribe link included in its emails.

Purpose​

Makes sure a support request and its replies reach everyone involved, regardless of whether they came in by email or through the app.

Who receives it, and when​

  • New ticket confirmation — sent to the reporter as soon as a ticket is created.
  • Ticket update — sent to every other subscriber on the ticket whenever a new reply or update is posted.

Notification content​

The ticket confirmation includes a mail-preferences/unsubscribe link. Update emails include the new reply or status change on the ticket.