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[The Hub] Automated ‘Ticket Received’ Acknowledgement email to clients for new tickets

1

We have an SLA to acknowledge the ticket within X timeframe so an auto ‘your request has been received’ type thing would be great.

Tue, 16 Jun 2026 20:11:37
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The Hub
  • Luis Soriano
    • Staff

    Hi Kellie

    Hope you are doing fine.

    When a ticket is created for a client, a notification is automatically sent to them. They will receive an email with the subject : [New Ticket] (Subject of the ticket) as well as the corresponding description . This information should be sent as long as the “”Notify the selected client by email of any updates on this ticket”” option is selected when creating the request.

    This information is sent as soon as the ticket is created. Is this the feature you are looking for? If different please help us with further details so we can share them with our developers if not implemented.

    Looking forward to hearing from you.

    Kind regards

    Luis

  • Kellie
    • New Recruit

    I’m not receiving any new ticket notification email in my testing. Is this only for clients that are submitting tickets themselves through the hub?

    I don’t have my clients setup in the hub – they email an email address to create their tickets and they are not getting any confirmation response.

  • Nithin Ramdas
    • Support Wizard

    Hi Kellie ,

    The notification only gets sent when a ticket is created manually for the client. At the moment, there isn’t a feature to send an automated email to clients when a ticket is initiated by them.

    However, I do get your concern and will bring this to our Hub teams’ attention to check whether the workflow could be improved and such a feature could be implemented down the roadmap.

    Thanks for your feedback.

    Regards,
    Nithin