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Send Email using Smart Rules

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Use Smart Rules to automatically send an email when a ticket meets specific conditions, without any manual action from your team.
 

Available on all plans.

Before you start

Set up the Send Email action

  1. Go to Automate > Smart Rules.
  2. Click New Smart Rule.
  3. Under NOTIFY, select Send Email.
  4. In From Name, enter the name that will appear as the email sender. You can type a fixed name or use merge fields to make it dynamic — for example, {{category_name}} to show the ticket's category, {{assigned_staff}} for the assigned agent, or {{last_replied_staff}} for whoever last replied.
  5. In Email Recipients, enter the email addresses to send the notification to. Separate multiple addresses with a comma. You can use merge fields here too — for example, to always send to the ticket's contact or assigned agent.
  6. In Email Subject, enter the subject line for the notification email. Merge fields are supported.
  7. In Email Content, compose the body of the email. Use merge fields to include live ticket details such as ticket ID, contact name, and message content.
  8. Click Next.

​ ​ Note ​ Merge fields pull live ticket data into the email at the moment the rule runs. For the full list of available merge fields, see Understanding Merge Fields in HappyFox.

 

Set conditions

On the next screen, define when the rule should run. You can add conditions based on ticket properties such as status, category, priority, or contact. The email sends only when all conditions are met. For a full guide to building conditions, see Create and Manage Smart Rules.

Click Next when your conditions are set.

Complete the rule

  1. Enter a Name for the rule. Choose something that makes the rule easy to identify in the Smart Rules list.
  2. Optionally, add a Description to explain what the rule does and when it was set up.
  3. Select a Work Schedule to control when the rule is active. Leave it blank to run the rule at all times.
  4. If you want the rule to fire only once per ticket regardless of how many times conditions are met, turn on Execute this Smart Rule only once per ticket. For more on this setting, see How to Run a Smart Rule Once on a Ticket.
  5. Under Categories, select the categories this rule applies to. Leave unselected to apply it across all categories.
  6. Click Save.
     

The rule is now active. HappyFox will send the email automatically whenever a ticket matches the conditions you set.

Continue reading

Create and Manage Smart Rules › Understanding Merge Fields in HappyFox › How to Run a Smart Rule Once on a Ticket ›

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