---
title: "Ticket notification emails"
description: "The emails Outpost sends a ticket's requester and CCs when the ticket is created, answered, or changes status, and how to edit and preview them."
url: "https://support.outpostplatform.com/service-desk/ticket-notifications/"
product: "depot"
type: "reference"
status: "draft"
ai_summary: "Enterprise and MSP, ticket:manage. Ticket created, Public reply, Resolved (on by default), Status changed, Reopened (off), sent to the requester and CCs, never the person who made the change. Editable subject and body with placeholders and Preview. Email tickets send through their mailbox, thread by headers and subject tag, and send nothing while Unverified sender."
availability:
  plans: ["enterprise", "msp"]
  permission: "ticket:manage"
  preview: false
source: "https://gitlab.com/outpostplatform/docs/-/edit/main/src/content/docs/service-desk/ticket-notifications.md"
license: "CC BY 4.0"
---

# Ticket notification emails

Outpost emails a ticket's requester when something happens on their ticket:
it is created, a technician replies, or its status changes. You choose which
of these emails are sent and write their subject and body. On the MSP plan
you set them once as MSP defaults, and every client sends them until you
customize that client. This page lists the emails, who receives them, the
placeholders you can use, and where to change them.

## Where the emails are

| Emails | Where | Who can change them |
| --- | --- | --- |
| One desk's emails (Enterprise), or one client's (MSP) | **Tickets** > **Notifications**, or the **Notification emails** tab of **Tickets** > **Desk settings**. On the MSP plan, open the client first. | `ticket:manage` |
| MSP defaults for every client (MSP) | **Inbox** > **Desk defaults** > **Notification emails** | `ticket:manage` |

On a ticket that came in by email, the emails go out through the support
mailbox the ticket arrived on. Other tickets' emails go out through your
outgoing email provider. See [Email and threading](#email-and-threading) and
[Configure outgoing email](/depot/email/).

## The emails

| Email | Sent when | On by default |
| --- | --- | --- |
| **Ticket created** | A ticket is opened for the requester in the console or the tray app, from a software request, by promoting a chat, or by an email to a support mailbox. | Yes |
| **Public reply** | A technician posts a public reply, or the requester replies by email. Internal notes are never sent. | Yes |
| **Status changed** | The status changes, other than resolving or reopening. | No |
| **Resolved** | A ticket moves to a solved or closed status. | Yes |
| **Reopened** | A solved or closed ticket is opened again. | No |

**Resolved** and **Reopened** follow the status group, so a status you add in
the Solved or Closed group counts as resolved. See
[Desk settings](/service-desk/desk-settings/#statuses).

On a [parent ticket](/service-desk/tickets/#link-parent-and-child-tickets), a
public reply copied to a child, and a child solved or closed with its parent,
send the child's requester the same emails.

## Who receives them

Each email goes to:

- The ticket's requester.
- Every participant on the ticket with the CC role.

Each address is sent the email once. These are left out:

- Whoever made the change. A technician who replies is not sent their own
  reply, even when they are also a participant. A customer whose email opened
  or updated the ticket is not sent their own message, but the people on the
  ticket's CC list are.
- Everyone, CCs included, on a ticket marked **Unverified sender**, until a
  technician selects **Verify sender**. See
  [Sender verification](/service-desk/mailboxes/#sender-verification).
- A requester shown as **Unverified requester**, because nobody has confirmed
  who the endpoint account belongs to. See
  [Tickets](/service-desk/tickets/#what-a-ticket-holds).
- A requester or participant with no email address.
- An address a workflow's or rule's
  [Email an address](/service-desk/workflow-reference/#steps) step emails for the
  same change, so nobody gets two emails about one event.

## Email and threading {#email-and-threading}

When a ticket came in through a [support mailbox](/service-desk/mailboxes/),
its emails go out through that same mailbox:

- A Microsoft 365 or Google Workspace mailbox sends them itself, so they come
  from the support address and appear in its sent mail.
- An IMAP mailbox sends them through its SMTP server, when one is set.
- Otherwise they go out through your outgoing email provider, with the
  support address as Reply-To.

Every email carries the headers a mail app uses to show one conversation, and
the subject carries the ticket's tag, such as `[OUT-1042-7f3a]`. The built-in
subjects start with `{{ticket.number}}` in brackets, which becomes the full
tag. A subject you write without it gets the tag added at the end. When the
customer replies, the reply joins the ticket. A mailbox can hide the tag. See
[Email threading](/service-desk/email-threading/).

A technician's public reply goes out as an ordinary email from a person. The
other emails, such as **Ticket created** and the status emails, are marked as
automatic, so the customer's mail system does not answer them with an
out-of-office reply.

## Edit an email

Each email has its own card:

| Field | What it sets |
| --- | --- |
| **Send this email** | Whether the email is sent. Turned off, nobody receives it. |
| **Subject** | The subject line, up to 255 characters. Line breaks are removed. |
| **Body** | The message, in plain text. Line breaks are kept. |

Select **Save** on the card. A subject or body that uses a placeholder not
listed below is refused when you save, and the field says why.

Each email is sent as plain text and as HTML with the same wording. Values
such as a reply are inserted as text, so anything that looks like HTML in a
reply arrives as written, not as markup.

## Placeholders

Use these in a subject or body. The settings page lists them beside the
emails.

| Placeholder | Prints |
| --- | --- |
| `{{ticket.number}}` | The ticket reference, for example `OUT-1042`. |
| `{{ticket.subject}}` | The ticket subject. |
| `{{reply.body}}` | The public reply. For **Ticket created**, the opening message. Empty for the status emails, which have no reply. |
| `{{status}}` | The status name, such as **On hold** or a status you added. |
| `{{portal.link}}` | A link to the ticket in your requester portal. Empty when no portal address is set. See [Portal link](#portal-link). |

## Preview an email

Select **Preview** on a card to render the subject and body as they are
typed, saved or not, against a sample ticket, `OUT-1042`. The preview warns
when a placeholder will print nothing, such as `{{reply.body}}` in a status
email, or `{{portal.link}}` with no portal address set.

## Portal link

`{{portal.link}}` prints your requester portal address followed by the
ticket's path, so a requester can open their ticket from the email. The
built-in emails end with it.

Where you set the address depends on your plan:

- **Enterprise:** select **Tickets** > **Desk settings**, then the
  **Notification emails** tab. Under **Requester portal**, enter the
  **Portal address** and select **Save**.
- **MSP:** there is nothing to set. The link goes to your
  [client portal](/client-portal/): a client's own custom domain once it is
  active, else your custom domain for every client, else your Outpost address.
  **Inbox** > **Desk defaults**, under **Requester portal**, shows the address
  with a copy button.

On Enterprise, the address must start with `https://`. With no portal
address, `{{portal.link}}` prints nothing and the rest of the email is sent as
written, and **Preview** warns that the link is empty.

## MSP defaults and per-client emails

On the MSP plan, **Inbox** > **Desk defaults** > **Notification emails** sets
the emails every client sends until you customize that client. Each card is
labeled with where its text comes from:

| Label | Meaning |
| --- | --- |
| **Product default** | The text Outpost ships with. |
| **MSP default** | Your MSP defaults. On **Desk defaults**, **Use product default** returns an email to the product's text. |
| **Customized for this client** | This client's own text. |

A client's notification emails show **Using MSP defaults** until someone saves
a change there. That first change makes all five emails the client's own, and
MSP changes to them stop reaching that client. **Revert to MSP defaults**,
then **Revert**, returns the client to the MSP defaults. See
[Desk settings](/service-desk/desk-settings/#msp-defaults-and-per-client-settings).

## Related

- [Tickets](/service-desk/tickets/)
- [Desk settings](/service-desk/desk-settings/)
- [Satisfaction surveys](/service-desk/satisfaction-surveys/)
- [Configure outgoing email](/depot/email/)
- [Email to ticket](/service-desk/mailboxes/)