ForjioHuudisIdentityPlugipayPaymentsStorlaunchE-commerceFulkrumaFulfillmentRiplloMarketingSuppuoThis product
Suppuo Docs
⌘K

Email notifications

Pelanggan selalu tahu kabar tiketnya tanpa harus login — Suppuo mengirim email otomatis di momen yang penting. Suppuo emails the requester (your customer) at the moments that matter, and every email carries their private status link so they can read the thread and reply without an account. They can also just hit Reply — see replying threads back in below.

What gets sent

Ticket received

Sent when a ticket is created with a requester email — whether the customer submitted your hosted form or an agent logged the inquiry via the API or portal.

  • Subject: [#42] We received your request — <ticket subject>
  • Body: confirmation with the ticket number and the status link.

Agent replied

Sent when an agent posts a public reply on a ticket that has a requester email.

  • Subject: [#42] New reply — <ticket subject>
  • Body: the reply text (with the agent's name when provided) and the status link to continue the conversation.

How did we do? (CSAT survey)

Sent once when the ticket is set to resolved — three one-click emoji links (😞 😐 😊) onto the tokenized rating page. Skipped when the requester already rated from the status page. Details in Automation & CSAT.

Auto-reply (optional)

When your workspace has the auto-response enabled, a new email/form/widget ticket also gets the automatic acknowledgement, delivered like an agent reply.

All these emails link to the requester's private status page:

https://suppuo.com/t/<token>

What never gets sent

  • Internal notes. Agent-only, by design — they're never emailed, never shown on the status page, never delivered to WhatsApp.
  • Status-change notifications. Setting a ticket to resolved or closed doesn't email anyone; only actual replies do.
  • Emails to tickets without an email address. WhatsApp and Telegram tickets identified only by phone or chat id (requesterEmail: null) skip email entirely — see WhatsApp.

Notifications are fire-and-forget: a mail delivery hiccup never blocks the ticket or the reply itself.

Replying threads back in

Every notification email sets Reply-To to your workspace's inbound address (<accountId>@in.suppuo.com). A customer who simply hits Reply in their mail app lands back on the same ticket — no status link required. The status link remains the richer option (full thread, attachments, the rating block), but plain email replies just work. How the inbound side operates — including forwarding your own support@ — is covered in Email-to-ticket.

Sender address

By default, notifications come from Suppuo <noreply@suppuo.forjio.com>. Ask your customers to whitelist it if their inbox is aggressive about new senders. Want them from your own domain? Connect your own Resend account — Channels → Email via your own Resend. (Self-hosted/dev deployments: sending is env-gated — without a mail key configured the backend logs the email instead of sending, so nothing breaks in development.)

See also