Emails
Four, all plain text, each carrying the link that makes it actionable:
- a receipt when someone writes to you;
- a note to you when a request arrives or a customer replies;
- a note to them when you reply;
- a note when you mark something resolved.
Notifications to you carry the customer's address as the reply-to, so hitting reply in your mail client reaches the person rather than a support inbox nobody reads. Routine status changes send nothing — telling someone their request moved from "new" to "open" is telling them nothing.
Still stuck? We answer support email from real people.
Browse the knowledge base