Ticket notifications for your customers and team

When you install the Support tickets skill, you get ready-made notifications in Arabic and English that go out automatically, with nobody typing anything:

Notification	To	Via	When
Ticket received	The customer	WhatsApp	When the ticket opens, with the request number.
Ticket resolved	The customer	WhatsApp	Whenever the ticket moves to Resolved.
New ticket	Your team	Email	For every new ticket, with the customer’s name, subject, category, priority, and details.

Customer notifications go out in the customer’s language, Arabic or English, to the mobile number on their record.

What you need for notifications to go out

• For customer WhatsApp notifications: a WhatsApp number connected to your account, and Meta’s approval of the two messages. tkana submits them to Meta for review automatically when you connect your number. Review usually takes a few minutes and can take up to 24 hours. See Connect your WhatsApp Business number.
• For your team’s email: an address in Support team email in the skill’s settings. See How your agent opens tickets.

Note

If the customer has no mobile number, or WhatsApp has not approved the message yet, the notification is skipped. tkana never sends an incomplete or unapproved message.

Turn notifications on or off and reword them

1. In Settings, open Notifications. (Or click Notification settings at the top of the tickets page.)

2. Go to the Ticketing group. Each row is one event for one audience, Customer or Staff.

3. Use the switch on a row to turn that notification on or off.

4. To change the wording, click Edit message and edit the text around the locked placeholders, such as the request number, in the Arabic and English tabs.

5. Click Save & resubmit.

Caution

Saving resubmits the message to WhatsApp for review, and that notification pauses until WhatsApp approves the new text. WhatsApp also limits edits to about once a day and 10 times a month per message.

Message statuses

Status	What it means
Approved or Active	The message is ready and goes out when the event happens.
In review	Waiting for WhatsApp’s approval.
Pending connection	Not submitted for review yet, because no WhatsApp number is connected.
Rejected	WhatsApp turned it down. Click Fix & resubmit to edit the text and send it again.
Off	You turned the notification off with its switch.
Not set up	The notification is not prepared. Click Set up to prepare it.

Add a custom notification

If you want an extra message, such as emailing another manager whenever a ticket is resolved, add a custom automation:

1. In the Ticketing group, click Add custom automation.

2. Choose the Trigger event: Created or Resolved.

3. Choose the Channel: WhatsApp or Email.

4. Under Notify, choose who receives it: Customer or Staff. For staff by email, enter the address in Send to.

5. Write the Message, then click Save.

Note

Custom WhatsApp messages are free text, so they only deliver within 24 hours of the customer’s last message. Email goes out any time.

For more on all notifications, including booking notifications, see Manage automated messages for your customers and team.