Send a customized email once move the ticket to a certain stage (ex:Complete)

Open

Henry Le

9 months ago

We will need to send an automatic thank you & rating email to our subscribed user once the feedback ticket is completed.

Anyway that we can consider it in the next update?


Thanks

Activity

Emil Bryggare

9 months ago

This is not something we have considered, and it is a bit out of scope for us to implement a visual email designer in the core application at the moment.

I see two solutions that we may be able to do in the short term for this.

Solution #1 - Webhooks

With webhooks, we can send Convas events to your server as they happen. For example, when a ticket is moved to complete we can send a request to your server and you can do what you want with it.

// SAMPLE STATUS EVENT
{
   "type": "post.statusChanged",
   "object": {
      subscribers: [{
         email: "john.doe@convas.io",
         "name": "John Doe"
      }]
      ...additional data

   }
}

With this, you can send your email using any 3rd party such as Postmark, Mailchimp, Zapier, and so on.

This is very flexible and could solve a lot of use cases outside of just notification emails. However, it is important to make sure that you have an unsubscribe link and a link where to edit the notifications for each user in case they do not want to receive these emails.


Solution #2 - Custom email templates using MJML

We could also implement custom email templates using MJML (https://mjml.io/try-it-live). You can try out the code and results at that page. The code for an email looks something like this.

<mjml>
  <mj-body>
    <mj-section>
      <mj-column>

        <mj-image width="100px" src="/assets/img/logo-small.png"></mj-image>

        <mj-divider border-color="#F45E43"></mj-divider>

        <mj-text font-size="20px" color="#F45E43" font-family="helvetica">Hello World</mj-text>

      </mj-column>
    </mj-section>
  </mj-body>
</mjml>


This is not exactly user-friendly for non-technical users but could get the job done. The downside with this approach is that it only solves the custom email part and does not solve other use cases such as webhooks.

@Henry Le would any of these two solutions work for you and which one would you prefer?


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