Settings

uSupport reads ticket-related settings from uSupport:Settings:Tickets in appsettings.json.

{
  "uSupport": {
    "Settings": {
      "Tickets": {
        "SendEmailOnTicketCreated": true,
        "TicketUpdateEmail": "support@example.com",
        "EmailSubjectNewTicket": "A new ticket '{ExternalTicketId}' has been created",
        "EmailSubjectUpdateTicket": "Ticket '{ExternalTicketId}' has been updated",
        "EmailTemplateNewTicketPath": "/App_Plugins/uSupport/templates/NewTicketEmail.cshtml",
        "EmailTemplateUpdateTicketPath": "/App_Plugins/uSupport/templates/UpdateTicketEmail.cshtml"
      }
    }
  }
}

For email delivery to work, Umbraco also needs working global SMTP configuration. The service specifically checks the configured SMTP From address before sending.

SendEmailOnTicketCreated

Controls whether an email should be sent when a new ticket is created.
Default value: true

"SendEmailOnTicketCreated": bool

TicketUpdateEmail

When a new ticket is created or a comment is added, update emails are sent to this address. You can provide a comma-separated list.
Default value: None

"TicketUpdateEmail": string

EmailSubjectNewTicket

Subject line used for new ticket emails. You can add ticket properties by adding {} around the property name (e.g., {ExternalTicketId}, {Title}, {Status.Name}, {Type.Name})
Default value: A new ticket ‘{ExternalTicketId}’ has been created

"EmailSubjectNewTicket": string

EmailSubjectUpdateTicket

Subject line used for ticket update emails. You can add ticket properties by adding {} around the property name (e.g., {ExternalTicketId}, {Title}, {Status.Name}, {Type.Name})
Default value: Ticket ‘{ExternalTicketId}’ has been updated

"EmailSubjectUpdateTicket": string

EmailTemplateNewTicketPath

Path to the template used for new ticket emails.
Default value: /App_Plugins/uSupport/templates/NewTicketEmail.cshtml

"EmailTemplateNewTicketPath": string

EmailTemplateUpdateTicketPath

Path to the template used for ticket update emails.
Default value: /App_Plugins/uSupport/templates/UpdateTicketEmail.cshtml

"EmailTemplateUpdateTicketPath": string

Email behavior summary

The package uses these settings in three different flows:

  • Create ticket: if SendEmailOnTicketCreated is true, an email is sent to TicketUpdateEmail
  • Add comment: an update email is sent to TicketUpdateEmail
  • Save and send email in the admin ticket editor: an update email is sent directly to the ticket author

References