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Notify Ticket's Contact

This action sends messages to customers who submitted tickets, keeping them informed about progress, asking for information, or acknowledging their issues.

Why is it useful?

Automating customer communication ensures timely updates, reduces manual follow-up work, and improves the customer experience by keeping them informed about their requests. No more forgetting to update customers or spending time writing individual responses.

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This action is available for both Triggered and Scheduled workflows.

What It Does​

Sends Customer Updates: Automatically sends messages to the person who submitted the ticket

Multiple Delivery Options: Can send messages through your PSA system in two ways:

  • Ticket Notes: Adds a note to the ticket that your PSA emails to the customer
  • Time Entries: Creates a time entry with the message that gets emailed to the customer

Personalizes Messages: Can delay messages randomly to feel more human-like

Supports Multiple Languages: Can translate messages into French, Dutch, German, or Spanish

Skips Closed Tickets: Won't send unnecessary updates to already-resolved issues

Integrates with Your PSA: Works with both ConnectWise and Autotask notification systems

How It Works​

Step 1: Message Collection​

The action takes messages prepared by other actions (like L1 Engineer responses or Build Message content) and gets them ready to send.

Step 2: Translation (Optional)​

If you've enabled a different language, the messages are translated automatically.

Step 3: Delivery Method​

Based on your settings, the action either:

  • Adds a Ticket Note: Creates a customer-facing note that your PSA emails out
  • Creates a Time Entry: Makes a time entry with the message that gets emailed

Step 4: Delay (Optional)​

If you want messages to feel more human, it can wait a random amount of time before sending.

Step 5: PSA Integration​

The action works with your PSA's built-in email system to ensure customers receive the messages.

Configuration Options​

Message Source​

Customer Messages: Takes messages from previous actions like L1 Engineer, Build Message, or Acknowledge Issue

Delivery Method​

Ticket Note: Adds a note to the ticket (recommended for most cases) Time Entry: Creates a time entry with the message

Timing Options​

Add Random Delay: Make messages feel more human by adding a random wait time Minimum Delay: Shortest wait time (default: 10 minutes) Maximum Delay: Longest wait time (default: 20 minutes)

Language Support​

Translate Messages: Convert messages to another language automatically Available Languages: French, Dutch, German, Spanish

Smart Filtering​

Skip Closed Tickets: Don't send messages for tickets that are already resolved (recommended)

Autotask Special Features​

Workflow Trigger: Use a special field to trigger Autotask email workflows Custom Field Name: Specify which field to use for triggering (default: "Notify Contact by Email")

What You'll Get​

After the action runs, you'll see:

  • Event History: Confirmation of which messages were sent
  • Delivery Status: Success or failure notifications for each customer contact attempt

Common Use Cases​

Automatic First Response​

When: New ticket is created Setup:

  1. L1 Engineer analyzes the ticket and creates a response
  2. Notify Ticket's Contact sends the response to the customer Result: Customers get immediate acknowledgment and next steps

Follow-up Reminders​

When: Tickets are waiting for customer response for several days Setup:

  1. Chase Customer action creates a polite follow-up message
  2. Notify Ticket's Contact sends the reminder Result: Customers get gentle reminders without manual effort

Resolution Confirmation​

When: Technician completes work on a ticket Setup:

  1. Build Message creates a "work completed" message
  2. Notify Ticket's Contact asks customer to confirm resolution Result: Customers know work is done and can verify everything works

Multilingual Support​

When: Serving customers who speak different languages Setup:

  1. Build Message creates response in English
  2. Notify Ticket's Contact translates to customer's language Result: Customers receive communications in their preferred language

Best Practices​

Use Clear Messages: Make sure the messages from previous actions are clear and customer-friendly. Use Build Message to craft professional responses.

Choose the Right Delivery Method:

  • Use Ticket Notes for most customer communications
  • Use Time Entries when you need to track billable communication time

Set Up Random Delays: Enable random delays to make automated messages feel more personal and less robotic.

Test Language Translation: If using translation features, test with sample messages to ensure they're accurate and appropriate.

Configure PSA Integration Properly:

  • For ConnectWise: Ensure email notifications are enabled for customer notes
  • For Autotask: Set up the UDF workflow if using that option

Skip Closed Tickets: Keep this setting enabled to avoid sending unnecessary updates for resolved issues.

Monitor Delivery: Check the Event History regularly to ensure messages are being delivered successfully.

Combine with Other Actions: This action works best when combined with actions that create customer-appropriate messages:

  • L1 Engineer for acknowledgments and questions
  • Build Message for custom responses
  • Chase Customer for follow-ups

PSA-Specific Notes​

ConnectWise​

  • Uses automatic email flags to trigger customer notifications
  • Works with your existing ConnectWise email templates
  • Integrates with ConnectWise's built-in notification system

Autotask​

  • Can use UDF workflows for advanced email control
  • Supports Autotask's time entry notification system
  • Works with Autotask's contact management features

The action is designed to work seamlessly with your existing PSA email settings and templates, so customers receive professionally formatted messages consistent with your brand.