{"id":24,"date":"2026-09-09T04:25:38","date_gmt":"2026-09-09T04:25:38","guid":{"rendered":"https:\/\/nirohelp.com\/docs\/24\/notification-emails\/"},"modified":"2026-09-16T15:19:27","modified_gmt":"2026-09-16T09:19:27","slug":"notification-emails","status":"publish","type":"nirohelp_doc","link":"https:\/\/nirohelp.com\/docs\/email-notifications\/notification-emails\/","title":{"rendered":"Notification emails and placeholders"},"content":{"rendered":"\n

NiroHelp sends an email for every meaningful ticket event. All of it is editable under NiroHelp \u2192 Settings \u2192 Emails<\/strong>.<\/p>\n\n\n\n

The seven emails<\/h2>\n\n\n\n
Email<\/th>Sent to<\/th>When it goes out<\/th><\/tr><\/thead>
Login verification code<\/td>Visitor<\/td>A 6-digit login code was generated.<\/td><\/tr>
Magic link login<\/td>Visitor<\/td>A one-click login link was generated.<\/td><\/tr>
New ticket \u2014 to client<\/td>Client<\/td>A ticket is created.<\/td><\/tr>
New ticket \u2014 to agent<\/td>Agent<\/td>A ticket is created. Skipped when no agent was assigned.<\/strong><\/td><\/tr>
Agent replied \u2014 to client<\/td>Client<\/td>An agent answers the ticket.<\/td><\/tr>
Client replied \u2014 to agent<\/td>Agent<\/td>A client answers the ticket.<\/td><\/tr>
Ticket resolved \u2014 to client<\/td>Client<\/td>The ticket is marked Resolved<\/strong>. Other status changes send nothing.<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

Each has three editable fields: Header<\/strong>, Subject<\/strong> and Body<\/strong>.<\/p>\n\n\n\n

\"login<\/figure>\n\n\n\n

Blanking a body does not stop the email.<\/strong> The screen says “leave any field blank to skip that piece”, but the plugin does not check – an email with an empty body goes out instead. Genuinely stopping one from sending needs a developer, or a mail plugin that can filter by subject.<\/p>\n\n\n\n

Placeholders<\/h2>\n\n\n\n

These are replaced when the email is sent, and work in any of the three fields.<\/p>\n\n\n\n

Placeholder<\/th>Replaced with<\/th>Available in<\/th><\/tr><\/thead>
##site_name##<\/code><\/td>Your site title.<\/td>every email<\/td><\/tr>
##client_name##<\/code><\/td>The client’s display name.<\/td>the five ticket emails<\/td><\/tr>
##agent_name##<\/code><\/td>The assigned agent’s display name.<\/td>the five ticket emails<\/td><\/tr>
##ticket_id##<\/code><\/td>The ticket’s number.<\/td>the five ticket emails<\/td><\/tr>
##ticket_subject##<\/code><\/td>The ticket title.<\/td>the five ticket emails<\/td><\/tr>
##ticket_link##<\/code><\/td>A one-click link that signs the client in and opens the ticket.<\/td>the five ticket emails<\/td><\/tr>
##ticket_product##<\/code><\/td>The products on the ticket, comma-separated.<\/td>the five ticket emails<\/td><\/tr>
##ticket_priority##<\/code><\/td>The urgency. Empty when the client left it blank.<\/td>the five ticket emails<\/td><\/tr>
##code##<\/code><\/td>The 6-digit verification code.<\/td>Login verification code only<\/td><\/tr>
##link##<\/code><\/td>The one-click login link.<\/td>Magic link login only<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n

The ticket placeholders only work in the five ticket emails. Putting ##client_name##<\/code> in the verification-code email leaves the text as-is, because at that point no client has been identified yet. Basic HTML in a body survives; scripts do not.<\/p>\n\n\n\n

Branding<\/h2>\n\n\n\n
\"email<\/figure>\n\n\n\n

Two fields under Emails \u2192 Branding<\/strong> apply to every email:<\/p>\n\n\n\n

    \n
  • Email logo<\/strong> \u2014 an image, shown at the top.<\/li>\n\n\n\n
  • Email footer text<\/strong> \u2014 the small line at the bottom. Its default is a copyright line built from the current year and your site name.<\/li>\n<\/ul>\n\n\n\n

    Who the email comes from<\/h2>\n\n\n\n

    NiroHelp sends through WordPress, so the sender address is whatever WordPress uses – usually something like wordpress@your-domain<\/code>, which many mail providers treat with suspicion.<\/p>\n\n\n\n

    Install an SMTP plugin<\/strong> \u2014 WP Mail SMTP, FluentSMTP or similar – and set your real sending address there. NiroHelp needs no configuration for it, and this is the single biggest fix for “our notification emails go to spam”.<\/p>\n\n\n\n

    Testing them<\/h2>\n\n\n\n

    The fastest loop is to file a ticket as a client and reply as an agent, on a staging site with a mail-catching plugin installed.<\/p>\n\n\n\n

    Do not send test mail to a real client address from a copy of your live site.<\/strong> These emails carry working one-click login links.<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"nirohelp_product":[],"nirohelp_topic":[6],"class_list":["post-24","nirohelp_doc","type-nirohelp_doc","status-publish","hentry","nirohelp_topic-email-notifications"],"_links":{"self":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc\/24","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_doc"}],"about":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/types\/nirohelp_doc"}],"author":[{"embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/media?parent=24"}],"wp:term":[{"taxonomy":"nirohelp_product","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_product?post=24"},{"taxonomy":"nirohelp_topic","embeddable":true,"href":"https:\/\/nirohelp.com\/docs\/wp-json\/wp\/v2\/nirohelp_topic?post=24"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}