Email Notifications

Support Tickets sends five distinct transactional emails across the ticket lifecycle. All five are sent automatically with no additional configuration beyond the Admin Notification Email and Email Sender settings under System Settings.

The five notification events

Event	Trigger	Recipient	Default template
New ticket - customer	Customer submits a new ticket	The customer who opened the ticket	`ocmlabs_support_ticket_email_templates_new_customer_template`
New ticket - admin	Customer submits a new ticket	Admin Notification Email from config	`ocmlabs_support_ticket_email_templates_new_admin_template`
New comment - customer	Admin posts a reply	The ticket owner	`ocmlabs_support_ticket_email_templates_comment_customer_template`
New comment - admin	Customer posts a reply	Admin Notification Email from config	`ocmlabs_support_ticket_email_templates_comment_admin_template`
Ticket resolved - customer	Ticket status changes to Resolved	The ticket owner	`ocmlabs_support_ticket_email_templates_resolved_template`

Admin-side notifications go to the single address set in Stores > Configuration > OrangeCollar > Support Tickets > General > Admin Notification Email. If you want multiple staff to receive the same alerts, use a distribution list or alias rather than trying to configure multiple addresses.

Available template variables

Every template receives the same set of variables, so any template body can reference any part of the ticket context:

Variable	Description
`ticket_id`	Numeric ticket ID
`ticket_subject`	The ticket title
`ticket_status`	Current status: Open, Pending, In Progress, or Resolved
`ticket_priority`	Low, Medium, High, or Urgent
`customer_name`	The ticket owner’s full name
`customer_email`	The ticket owner’s email address
`product_name`	Associated product name, or empty if no product was linked
`comment_message`	The body of the most recent comment (the one that triggered the notification, when applicable)
`view_url`	Customer-facing URL to the ticket view page
`account_url`	Customer account dashboard URL
`admin_url`	Admin ticket edit URL (admin templates only)

Customizing a template

Each of the five templates can be replaced with a custom Magento email template from the admin:

Go to Marketing > Communications > Email Templates > Add New Template.
In the Template dropdown, pick the default Support Tickets template you want to override (for example, “New Ticket Customer Notification”).
Click Load Template to populate the editor with the shipped version.
Edit subject and body, then save under a recognizable name.
Return to Stores > Configuration > OrangeCollar > Support Tickets > Email Templates and select your custom template from the dropdown for that event.
Flush the config cache: bin/magento cache:flush config.

Because the shipped templates use standard Magento variable syntax ({{var ticket_subject}}, etc.), your custom template can continue to use any of the variables listed above.

Sender identity

The Email Sender setting controls which Magento email identity (General Contact, Sales Representative, Customer Support, etc.) is used as the From address for every outgoing notification. Configure identities under Stores > Configuration > General > Store Email Addresses and then pick one in the Support Tickets config.

Troubleshooting delivery

No admin emails arriving. Confirm Admin Notification Email is set. A blank value means admin notifications have no recipient and are silently skipped.
Emails sending to the wrong address. Sender identity is per store view. On multi-store installations, override the sender per store view under the scope switcher on the configuration page.
Template changes not appearing. Flush the config cache (bin/magento cache:flush config) after changing the template selection.
Magento email queue. Support Tickets uses the standard Magento transport, so if your Magento instance queues email (via system/smtp/ or a third-party module), ticket emails are queued alongside everything else.