> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Notify ticket contact

> Send updates to the end user on the ticket

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

<Tip>
  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.
</Tip>

<Info>
  This action is available for both **Triggered** and **Scheduled** workflows.
</Info>

## How it works

### Message collection

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

### Translation (optional)

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

### 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

### Delay (optional)

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

### PSA integration

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

## Setup

**Message source**: Takes messages from previous actions like L1 Engineer, Build Message, or Acknowledge Issue.

**Delivery method**: Choose to add a ticket note (recommended) or create a time entry with the message.

**Add delays (optional)**: Make messages feel more human by adding a random wait time between 10-20 minutes.

**Translation (optional)**: Automatically convert messages to French, Dutch, German, or Spanish.

**Skip closed tickets**: Don't send messages for tickets that are already resolved (recommended).

## What you get

After running, you'll see confirmation of which messages were sent and the delivery status for each customer contact attempt.

## 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
* For HaloPSA: Select the correct Outcome so that notes trigger an outbound email

### 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

### 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.
* **First-response SLA.** If the outcome you select is configured in HaloPSA as **Respond Automatically** (for example, "Email User"), Neo also logs the ticket's first response — exactly as it would if a technician had clicked that outcome in the HaloPSA UI. The ticket's response SLA is marked as met and a `Responded` entry appears on the timeline alongside Neo's reply. Only the first reply logs a response; later replies on the same ticket do not change it. Outcomes not configured to respond automatically (such as an internal note) never mark the SLA.