Here are notification texts that are being sent from ZenDesk to customers. ZenDesk sends 5 variations of texts for each of our supported language. However, in this article only English examples are posted.

Ticket created:

Sent every time a ticket is created by client.

Hello,

Thank you for reaching out to us.

We would like to inform you that your query " ##{{ticket.title}} " has been successfully created.
Our specialists will contact you as soon as possible!

*NOTE: Technical support is available 24/5 (Monday to Friday). In case we receive your query outside working hours, we will get back to you the next working day.

Respectfully,
Ruptela | Technical Support
E-mail: [email protected] | Tel. no.: +370 5 2045030
​www.ruptela.com
<a href="https://www.ruptela.com/subscribe/">Sign up for product updates technical newsletter!</a>

Info required:

Sent every time "Pending" status is being set

Hello,

Some additional information is required in order to successfully resolve your query "##{{ticket.title}}".
Please provide the necessary information by clicking this link ##{{ticket.url}} or simply reply to this email.

##{{ticket.comments_formatted}}

Info required strike 2:

Sent after ticket is already pending for 3 business days. This is a reminder for customer that we still wait for additional information.

Hello,

This is a reminder that some additional information is required in order to successfully resolve your query "##{{ticket.title}}".
Please provide the necessary information by clicking this link ##{{ticket.url}} or simply reply to this email.
If no response is received from your side within 5 business days - this ticket will be automatically closed
NOTE: you can re-open closed ticket by simply replying to this e-mail.

##{{ticket.comments_formatted}}

Solved:

Sent every time "Solved" status is being set.

Hello,

We have provided an answer to your query "##{{ticket.title}}" and we need your confirmation if you are satisfied with it.
You can find our reply at the end of this e-mail.

##{{satisfaction.rating_section}}

If you consider your questions to be answered - please do not reply to this e-mail and rate your experience with our support using the options above.
If your questions are not yet resolved - let us know and simply reply to this email.
NOTE: Your ticket will be automatically closed if no answer is received from you within 3 working days.

##{{ticket.comments_formatted}}

On-hold:

Sent every time "On-hold" status is being set.

Hello,

You ticket "##{{ticket.title}}" status was changed to On-Hold and resolution is currently paused. Resolution will continue as soon as situation described below is addressed.
Reason for stopping ticket resolution:

##{{ticket.comments_formatted}}

Bug:

Sent every time ticket type is changed to "Bug".

Dear customer,

A system bug was confirmed for your ticket " ##{{ticket.title}} ".
Our developer team is already investigating this issue. We are trying to resolve the situation as fast as possible.
We will inform you as soon as there is an update, apologies for the inconvenience caused.
If you have additional comments or questions - let us know by replying to this e-mail.

Agent signature:

Is set at the end of the e-mail.

Respectfully,
##{{current_user.name}} | Technical Support
E-mail: [email protected] | Tel. no.: +370 5 2045030
​www.ruptela.com
<a href="https://www.ruptela.com/subscribe/">Sign up for product updates technical newsletter!</a>

NOTE: agent signature in different languages also specifies different support phone number.