System messages are messages that notify agents of any updates or changes that occur for a ticket. You can customize system messages to provide more adequate context for your agents. This user guide provides the essential information for customizing your system messages.

<aside> 💡 Note: Although System messages and Notifications are both Admin messages, they have some differences. To learn more, see our documentation.

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System messages found in Ticket details view

Types of system messages

There are three types of system messages as below:

• Ticket status: Messages sent when the status of tickets are changed.
• Assignment or transfer: Messages sent when tickets are assigned to an agent or transferred from one agent to another.
• Ticket priority: Messages sent when the priority of tickets are changed.

To customize system messages

Default system messages are provided, but you can customize a few of them according to your preferences.

1. Go to Settings > System messages.
2. Select the type of system message from the tabs.
3. Customize a message using available variables.

Variables

Variables are provided for more clear and specific system messages.

To customize messages using variables

1. Click the {i} symbol on the message box or type “{“ to find which variables are available to use.