Ticket Email and SMS Notifications

So that alerts never become noise, the notification policy is deliberately limited: SMS only twice in the entire life of a ticket, and everything else by email.

When the ticket is created

• An email confirming we received your request, carrying the ticket number.
• A short SMS with the same confirmation.

While the ticket is being handled

• An email on the important events: a reply from the support team, a change to your ticket status, or assignment to the relevant department.
• No SMS at all during this stage.

When the ticket is closed

• An email explaining the closure and its reason if it was automatic, containing the Rate Your Experience button.
• One confirmation SMS.

Rating reminder

If your ticket was closed and you have not rated it, you receive one single email reminding you, carrying the same Rate Your Experience button.

• One reminder per ticket, never repeated.
• No SMS for the reminder.
• If you have already rated, no reminder is sent at all.
• After the rating window ends, no further reminders are sent.

The email sender name

You may notice the sender name includes the department handling your ticket, such as:

This helps you recognise who is handling your request straight from your inbox. If the ticket has not been assigned yet, the Customer Service name is shown.

Important notes

• Make sure your email address is correct and activated — it is the main channel for updates.
• If you cannot find our messages, check your spam folder.
• Your ticket number appears in every message subject and body.

Related articles

• Ticket Closure and Automatic Closure
• Rating Your Support Experience
• What Happens While Support Is Waiting for Your Reply?