{"id":27714,"date":"2024-08-03T06:15:31","date_gmt":"2024-08-03T06:15:31","guid":{"rendered":"https:\/\/help.desk365.io\/en\/?post_type=docs&p=27714"},"modified":"2026-03-17T17:29:00","modified_gmt":"2026-03-17T17:29:00","slug":"configuring-single-email-notification-for-ticket-resolution","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/configuring-single-email-notification-for-ticket-resolution\/","title":{"rendered":"Configuring single email notification for ticket resolution"},"content":{"rendered":"\t\t
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\n Available with:<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Standard<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Plus<\/span>\n <\/span>\n \n |<\/span>\n \n \n \n <\/circle>\n <\/path>\n <\/svg>\n Premium<\/span>\n <\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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To enhance communication clarity and reduce inbox clutter, Desk365 allows agents to send a single email when a ticket is replied <\/span>to,<\/span> and its status is changed to “Resolved” or “Closed.” This feature is based on the agent’s preference and can be easily configured through the settings.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Follow these steps to enable the single email notification feature:<\/span>\u00a0<\/span><\/p>

  • Navigate to Settings > Productivity > Notifications <\/span>\u00a0<\/span><\/li>
  • Under the Contact Notifications option, look for the email template that will be sent when a ticket is resolved or closed<\/span><\/li>
  • In the email template, find the checkbox labeled “Do not send this notification if Agent clicks on ‘Reply & change to Resolved \/ Closed’ while replying”<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"ticket-closed-contact-notification-desk365\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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    • When you select this\u00a0option:\u00a0<\/span>
      • The standard ticket resolved\/closed notification will not be sent separately.<\/span>\u00a0<\/span><\/li><\/ul>
        • Instead, the following notification template will be triggered automatically when an agent clicks on \u2018Reply & change to Closed \/ Resolved\u2019:<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          \n\t\t\t\t\t\t\t\t\t\t\t\t\t\"contact-notification-when-agent-replies-and-closes-ticket-desk365-helpdesk\"\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          This ensures the requester receives one clean, personalized update that includes both the agent\u2019s reply and the\u00a0<\/span>resolution<\/span>\u00a0confirmation.<\/span><\/span>\u00a0<\/span><\/p>

          \u00a0Note<\/strong><\/em><\/p>

          • In cases where the closed\/resolved notification email is not sent separately, the reply email will inform the contact that the agent has replied and closed or replied and resolved the ticket.<\/span><\/span><\/li>
          • When the ticket closed\/resolved notification is active and you choose not to send the closed\/resolved notification when the agent clicks on ‘Reply & change to closed\/resolved,’ any surveys associated with that closed\/resolved event will also not be sent.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            Benefits of configuring single email notification for ticket resolution <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            • Reduced Email Clutter:<\/span><\/b> Contacts will receive fewer emails, resulting in a more organized inbox.<\/span>\u00a0<\/span><\/li>
            • Agent Flexibility:<\/span><\/b> Agents have the option to streamline their notification process based on their workflow preferences.<\/span>\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              By following these steps, agents can easily configure Desk365 to send only the required email when replying to a ticket and changing its status to “Resolved” or “Closed.” This improvement enhances communication efficiency and helps <\/span>maintain<\/span> a clutter-free inbox for contacts.<\/span><\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":16,"featured_media":0,"parent":18813,"menu_order":7,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-27714","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27714","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/16"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=27714"}],"version-history":[{"count":34,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27714\/revisions"}],"predecessor-version":[{"id":35966,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/27714\/revisions\/35966"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/18813"}],"prev":[{"title":"How to configure notification channels in Desk365?","link":"https:\/\/help.desk365.io\/en\/articles\/how-to-configure-notification-channels-in-desk365\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/26638"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=27714"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=27714"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}