Version: osTicket (v1.15.2)

Hello,

At my helpdesk, I have 2 different help topics that tickets can be created from - Software support and Hardware support. If a customer creates a ticket for Software support, it triggers the email alert to our support-mail. The email template however, is now set with variables for Software support. For the hardware support, I would need to have other variables.

I am wondering if it is possible to create 2 different email templates, and set the Software email template to be chosen as alert when a ticket is created in the help topic for Software support. When a ticket is created from the Hardware support help topic, the Hardware support email template should be the chosen one.

Basically, Im looking for the possibility to send different email alerts based on what help topic the ticket was created from.

Just ask me if you wonder anything and I will try explain as well as I can.

Best regards

    ludv1g
    Yes, you can create another email template

    Under Templates, click Add New Template Set
    Then Name the Template
    Enable it
    Clone from current Template

    Then change the settings on outgoing Email Settings Template Set from System Default to New Template

      Hello,

      I solved this problem by making two departments, and in the departments assign two different Email Templates for outgoing emails and it is working as I wanted now. Thanks for your input ramrajone!

      Best Regards

      ntozier changed the title to [resolved] Different email alerts based on chosen help topic.
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