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How customers get notified about tickets

Learn how and when customers are notified about tickets and any limitations.

Written By Markus Palm

Last updated 4 days ago

Overview

When a ticket is created, updated, or resolved, Featurebase automatically notifies the customer through the Messenger and email. This ensures customers stay informed without needing to check back manually.

How notifications work depends on the ticket category:

In short, customers will always see Customer tickets, sometimes see Back-office tickets, and never see Tracker tickets. While the teammate experience in the Inbox differs across ticket categories, the customer-facing notification experience is always the same.

Notifications when a ticket is submitted

Whether a ticket is created by a teammate from the Inbox, by the customer in the Messenger, or via API, the customer experience is the same.

When a ticket shared with the customer is submitted:

  • The Messenger notification badge appears if the Messenger is collapsed

  • The ticket appears in the Recent tickets section on the Messenger home

  • The customer receives an email notification where they can reply directly

Notifications when a teammate replies to a ticket

When a teammate replies to a shared ticket:

  • The Messenger notification badge appears if the Messenger is collapsed

  • The ticket appears in the Recent tickets section on the Messenger home screen

  • The customer receives an email notification where they can reply directly

Note: Teammate replies are only sent via email if the customer has not seen the reply in the Messenger within 5 minutes of it being sent.

Notifications when a ticket status changes

Customers are notified about any ticket status change to keep them informed of progress:

  • The Messenger notification badge appears if the Messenger is collapsed

  • The ticket appears in the Recent tickets section on the Messenger home screen

  • The customer receives an email notification where they can reply directly

Note: If a ticket is closed without being resolved, a notification is not sent to the customer.

FAQ

If multiple updates happen in quick succession (e.g. a teammate sends several replies or a reply followed by a status change) Featurebase bundles them into a single email notification. This prevents customers from receiving a burst of separate emails and keeps their inbox clean.

The subject line is automatically determined by either the ticket type or the first message in the conversation.

If a ticket is created through the Inbox, the email subject is based on the ticket type name. If the ticket originates from a conversation in the Messenger, the subject line reflects the first message sent by the customer.

No, it is not possible to edit the template for ticket notifications.

The logo is pulled from your Messenger settings. To update it, go to your Messenger settings under Style Messenger Home and update the logo there.

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