Who gets notified
SwanDesk keeps everyone in the loop by email — automatically. Customers hear about their own tickets; your staff hear about work that needs them. (Notifications need outgoing email set up first — see Email ticketing.)
Events & recipients
| When… | SwanDesk emails… |
|---|---|
| A ticket is created | the customer (an acknowledgement) |
| A rep replies | the customer |
| A ticket is assigned | the customer |
| A ticket is closed | the customer |
| A customer replies | your staff |
| An internal note is posted | your staff |
Heads up on staff notifications. Only users flagged as a support representative receive ticket emails. If an admin isn’t getting notifications, make sure their account is also marked as a rep.
Customizing email templatesEnterprise
On the Enterprise edition you can rewrite the wording of the automated emails — the acknowledgement, the reply, the closed notice — in Settings → Email templates. Use placeholders like the ticket number and the customer’s name, and the templates are built to render correctly even in Outlook.
Signatures
Replies carry a tidy signature with your rep’s name and, if you set them, their title and phone. Empty fields are simply left out — no stray blank lines.