Customer emails on the service desk

Settings › Service desk › Customer emails has one switch for each kind of automatic email Current sends to the person who raised a ticket (the requester). The section takes your workspace's own word for the businesses you serve, so it may read Client emails.

• Ticket received: lets Current tell the requester their ticket arrived, through the welcome reply once a workspace admin turns it on (see Welcome reply: tell customers their ticket arrived) or through a rule's email.
• Updates and replies: Current emails each reply from your support mailbox.
• Resolved: Current asks the requester whether the fix worked when a ticket is resolved.
• Survey: Current sends a short rating survey when a ticket is closed, while Current survey is the tool that sends (Settings › Service desk › Surveys).

A workspace with no PSA connected starts with all four on. When your desk is linked to your PSA, the switches take effect only after a workspace admin switches over in the Cutover item (see Cutover: who emails your customers). Until then Current keeps sending these emails as it does today. The switch-over sets all four at once; after it, each switch here changes one of them.

Each switch names your PSA's workflow rule that sends the same email. No PSA lets Current read or change its workflow rules, so turning a switch on asks you to tick that you turned that rule off. If both stay on, the requester gets two emails.

Only a workspace admin can change the switches. Service managers can read them. If you connect a different PSA, Current goes back to sending every email as it does today until an admin switches over again for the new PSA.

With Updates and replies off, an engineer's reply goes into your PSA as a note the requester can see, and your PSA's own rule emails it. The reply box says so before anyone presses Send, and each sent reply in the thread says how it went out: through your PSA, or from your support address.

When a reply cannot reach your PSA yet, it waits and the thread says why: ticket and time sync is in Preview, the PSA ticket is not linked yet, someone unlinked it, Current has paused sending to your PSA, or, in Test, the company is not a test company. A waiting reply has one button, Send from Current instead: the requester gets it from your support mailbox and your PSA does not email it.

Automatic emails (a rule's email, the "Did this fix it?" ask and the survey) open with your Brand kit header. A reply a person types keeps the plain look of an email from a person. Under the four switches the section shows the address Current sends from and a preview of the header.