Email notifications and templates
Choose which emails nabudesk sends and what they say.
nabudesk sends emails to customers and agents at key moments in a ticket's life. You decide which ones go out and how they read.
Choose what is sent
Under Admin → Email notifications, a master switch turns every notification on or off. Below it, the rules are grouped by recipient. Each rule is an event, such as a ticket being created or an agent replying, and you switch rules on or off one by one.
| Recipient | Examples |
|---|---|
| Requester | Ticket created, assigned, agent reply, resolved, closed, reopened. |
| Agent | New ticket, assigned, customer reply, a copy of your own reply. |
| CC | Agent replies, for people copied on a ticket. |
| Other | Welcome email for a new contact, password reset, team invitation. |
Edit the wording
Under Admin → Email templates, pick a template and edit its subject, headline, and message. Insert placeholders such as the ticket number or the customer's name. They are replaced with the real values when the email is sent.
- Choose an accent color and check the live preview.
- Use Send a test email to see it in your own inbox.
- Turn a template off to stop that email being sent. The template is kept.