Getting Ready 1 - Setting Up Email Notifications for Admin and Users

After installing the "Live chat, Contact form & Ticket system" module, the first essential step is to configure email notifications. This ensures that both administrators and users receive timely updates and can effectively manage customer support interactions. This guide will walk you through the process of setting up email notifications for both the live chat and ticketing systems.

Live chat email notifications

Step 1: Access module configuration

• Navigate to the module's configuration page.
• Go to the Settings tab and then select the Live chat subtab.

Step 2: Configure email settings

• From the sidebar, choose the Email menu.
• Enable the option "Send email to admin when offline". This ensures that admins receive notifications even when they are not online.

Step 3: Choose the address(es) that will receive the email notifications. Options include:

• Shop email
• All employees
• Custom emails (enter the desired email addresses).

Step 4: Define the conditions under which emails should be sent:

• Send a notification email to admin when a customer sends the first message.
• Send a notification email to admin if the customer sends a message after a certain time since admin is offline.

Finally, save your configuration.

Ticket system email notifications

Step 1: Access module configuration

• Navigate to the module's configuration page.
• Go to the Settings tab and then select the Tickets tab.

Step 2: Choose the support form you want to set up email notifications for and click Edit.

Step 3: Configure email settings

• Open the Email tab.
• Fill in the required information:
• “Send from” email address (Custom "From email" does not support Gmail SMTP service as Gmail forces "From email" to your SMTP username).
• “Send from” name.
• Select recipients: Choose the groups that will receive the email notifications when a new support request is made.
• Activate or deactivate the conditions for sending email notifications as required.
• Save your configuration to finish.

Setting up email notifications is a crucial step in ensuring that your support team is responsive and that your customers receive timely assistance. By following these steps, you can efficiently manage email notifications for both the live chat and ticketing systems within your PrestaShop store.