Notify ticket contact

This action sends messages to customers who submitted tickets.

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How it works

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Message collection

The action sends messages prepared by other actions, such as L1 Engineer responses or Build Message content.

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Translation (optional)

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

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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

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Delay (optional)

The action can wait a random amount of time before sending.

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PSA integration

The action uses your PSA’s built-in email system to send messages.

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Setup

Message source: Takes messages from previous actions like L1 Engineer, Build Message, or Acknowledge Issue. Delivery method: Choose to add a ticket note or create a time entry with the message. Use Ticket Notes for most customer communications. Use Time Entries when you need to track billable communication time. Add delays (optional): Add a random wait time between 10-20 minutes. Translation (optional): Use custom instructions to send the message in another language, for example “Send the message in French”. Any language the model supports works; the four names here are only examples. Skip closed tickets: Don’t send messages for tickets that are already resolved. This setting is on by default; leave it on unless you must reply on closed tickets. For each ticket, the action reports the result in the Executions: the message that was sent, or a warning that explains why the ticket was skipped.

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Use cases

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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

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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

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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

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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

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PSA-specific notes

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ConnectWise

• Uses automatic email flags to trigger customer notifications
• Works with your existing ConnectWise email templates
• Integrates with ConnectWise’s built-in notification system
• Ensure email notifications are enabled for customer notes.

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Autotask

• Can use UDF workflows for advanced email control
• Supports Autotask’s time entry notification system
• Works with Autotask’s contact management features
• Set up the UDF workflow if using that option.

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HaloPSA

• Select the correct Outcome in the action settings to trigger an email to the end user. HaloPSA uses outcomes to determine whether a ticket note generates an outbound email. Without the right outcome selected, the note will be added to the ticket but no email will be sent.
• The available outcomes are loaded from your HaloPSA configuration. Check your HaloPSA admin settings to see which outcome is configured to send customer emails.
• A Respond Automatically Outcome also logs the ticket’s first response and marks the response SLA as met — see End-User Communication for how that works.