Granular Client Email Notifications Based on Ticket Status

cthompson

Feature Request: Granular Client Email Notifications Based on Ticket Status

I’d like to request more granular control and customization options for client-facing email notifications in ITFlow.

Right now, notifications for new/open/closed tickets can be a bit noisy and limited in flexibility. It would be extremely helpful if we could:

Tie Notifications to Ticket Status
Allow email notifications to be triggered (or not triggered) based on specific ticket statuses, such as:
- New / Open
- Assigned
- Resolved / Completed
- Custom statuses (e.g., Resolved – No Contact)
Customizable Email Templates per Status
For each status, allow us to define our own email template, including:
- Subject line
- Body text
- Placeholders/variables (Ticket #, Client Name, Technician Name, etc.)
  
  Examples:
- Assigned Status:
  
  > Dear valued client,
  > We have received your ticket and it has been assigned to [Technician Name]. We’ll be in touch with you shortly.
- Resolved / Completed Status:
  
  > Dear valued client,
  > Your ticket [Ticket #] has been marked as resolved. If you feel this is in error or still need assistance, please reply to this email to reopen the ticket.
- Custom Status – “Resolved – No Contact”:
  
  > Dear valued client,
  > We attempted to contact you several times without success, so we are closing this ticket for now. If you still need help, please contact us anytime and we’ll be happy to continue assisting you.
HTML Support for CSAT Tools
It would also be great if these templates could support HTML so we can embed CSAT tools like Customer Thermometer or SmileBack. This would allow us to:
- Include feedback buttons/links directly in resolution emails
- Keep our CSAT workflows consistent with our existing tools

Why This Matters

Improves clarity and professionalism in client communication
Reduces notification “noise” by only emailing when it’s truly useful
Gives MSPs more control over when and how clients are contacted
Encourages better engagement (especially with CSAT links)
Prevents auto-opened ticket emails from being ignored or lost over time

Having status-based, customizable templates (with HTML support) would make ITFlow much more flexible for client communication and help align it with how many MSPs already operate their service desks.

wrongecho

Hello,

I'm not sure this is really required as we give you the option to add a public comment with or without a notification email? This seems far more flexible than requiring it based on the status alone.

Email template customisation and specifically CSAT customisation has come up before but I can see you've already found a related thread.

cthompson

Thanks for the reply! I totally get what you’re saying about using public comments, and those definitely help. The reason I suggested status-based email templates is that they solve a few things public comments can’t quite cover:

Techs sometimes forget to send a comment, so automated status emails keep things consistent.
Templates help make communication feel more polished and uniform for clients.
Custom statuses (like “Resolved – No Contact”) could have their own friendly, preset messages.
HTML support would make it easy to include CSAT links or simple branding.

Public comments are great for one-off updates, but having optional, status-based templates would just make the workflow smoother and more consistent—especially for MSPs trying to keep communication tight.

Totally appreciate all the work going into ITFlow, and this feature would just be a nice quality-of-life improvement if it’s ever possible down the road!