Agent closes and customer notifications
Choose what a customer hears when one of your API agents closes their ticket: nothing, Current's closed email, your survey, or your PSA's own notification.
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When an agent closes a ticket
In the API agents section of Settings › Users and roles › People, a workspace admin chooses what the customer hears when one of your agents closes their ticket: nothing (the default), Current's closed email, your survey, or your PSA's own notification. The customer gets one email at most. Current never sends the agent's own words, and a resolution note the agent writes stays internal.
- Current's closed email: a few minutes after the close, the person who asked gets a short email from your support mailbox saying their ticket is closed. If the agent takes the close back within two minutes, nothing is sent. Each ticket gets one email from an agent's close, ever.
- Your survey: within about an hour of the close, the person who asked gets your customer survey, which tells them their ticket is closed and asks how you did. It is the only email they get, and each ticket is asked once. It goes to the same people a person's close would survey, never to a no-reply address or an automated sender, and it follows your survey settings, so a person asked recently gets nothing this time. If the agent takes the close back within two minutes, nothing is sent. It needs Current as your survey tool.
- Your PSA's notification: Current sends no email. The close reaches your PSA, and its own notification rules decide what the customer hears. It needs a connected PSA.
- A ticket with no email route (Teams or portal only) gets no email from either email choice.
Both email choices need the Resolved customer email switched to Current in Settings › Service desk › Customer emails, and in a workspace linked to a PSA the matching PSA rule confirmed off, so the customer never hears from both. Until then they can't be chosen, and agent closes send nothing.
Whatever the choice, a ticket that started in a customer's Teams chat still shows its new status in that chat, and an agent's change reaches your PSA exactly as a person's change does.
What the close answers
The close's answer carries customer_notice, which says what happened for this close.
| customer_notice | What it means |
|---|---|
| none | Nothing is sent: the choice is nothing. |
| queued | Current's closed email goes in a few minutes unless the agent takes the close back within two. |
| survey | Your customer survey goes within about an hour, if your survey settings and survey rules allow it for this person. |
| psa | Your PSA's own notification decides, and the close told your PSA to notify where it can. |
| psa_unmarked | The choice is your PSA's notification, but the close could not ask your PSA to notify, so its own rules alone decide. |
| already_told | Current's closed email for this ticket was already sent or is on its way, so it is not sent again. |
| blocked | An email choice is set, but the Resolved customer email is not switched to Current yet, so nothing is sent. |
| not_queued | Current could not queue the email or survey for this close, so nothing is sent. |
Everything else stays quiet
Can an AI agent email my customers through the API?
Current emails only when an agent closes a ticket, and only if a tenant admin chose an email for agent closes. Then the person gets one email at most, Current's closed email or your survey, never the agent's own words. The survey goes to the same people a person's close would survey. The default is no email. A change to a ticket linked to your PSA reaches the PSA as a person's would, so its own rules may still notify. See the current-api-agent-closes article. The Current API is not open yet.