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
There are three types of system messages as below:
Default system messages are provided, but you can customize a few of them according to your preferences.
Variables are provided for more clear and specific system messages.