GDesk – Super Admin

EmailActive

Ticket Submitted – Confirmation

Event: ticket.created · Trigger: Immediately · Languages: EN, AR

Subject: Your ticket [{{ticket_id}}] has been received — {{department_name}}

EmailActive

Ticket Assigned to Agent

Event: ticket.assigned · Trigger: Immediately · Languages: EN, AR

Subject: Ticket [{{ticket_id}}] assigned to {{agent_name}}

EmailActive

Agent Reply Notification

Event: ticket.reply · Trigger: Immediately · Languages: EN, AR

Subject: Update on ticket [{{ticket_id}}] — {{department_name}}

EmailActive

Ticket Closed

Event: ticket.closed · Trigger: Immediately + CSAT link · Languages: EN, AR

Subject: Ticket [{{ticket_id}}] has been resolved — Please share feedback

EmailInactive

SLA Breach Warning

Event: sla.warning · Trigger: 30 min before breach · Languages: EN

Subject: ⚠ SLA Warning: Ticket [{{ticket_id}}] approaching breach

EmailActive

Welcome / Account Invite

Event: user.invited · Trigger: On invite · Languages: EN, AR

Subject: Welcome to GDesk — {{org_name}}. Set up your account.

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Dear {{employee_name}},

Thank you for reaching out. Your support ticket has been successfully submitted to the {{department_name}} team.

Ticket Details
Ticket ID: {{ticket_id}}
Subject: {{ticket_subject}}
Priority: {{ticket_priority}}
Submitted: {{created_at}}

Our team will review your request and respond within the agreed service timeframe. You can track the status of your ticket at any time by logging in to the employee portal.

If you have additional information to add, simply reply to this email or update the ticket directly from the portal.

Best regards,
{{org_name}} Support Team

Available Merge Tags

Click to copy. Paste into subject or body.

Ticket

User

Organization

SLA

Preview

{{org_name}} Support

Dear Ahmed Al-Rashidi,

Thank you for reaching out. Your support ticket has been submitted to IT Department.

Ticket #TKT-2025-0892

Priority: High · Submitted: 27 Jun 2025

Best regards,
GulfTech Support Team

SMS templates must comply with your SMS provider's content policies. Messages exceeding 160 characters will be split into multiple parts and billed accordingly.

SMSActive

Ticket Created – SMS Confirmation

Event: ticket.created · Trigger: Immediately

            [GDesk] Your ticket #{{ticket_id}} has been submitted to {{department_name}}. Track it at: {{portal_url}}
          

~112 chars · 1 SMS part

SMSActive

Agent Reply – SMS Alert

Event: ticket.reply · Trigger: Immediately

            [GDesk] {{agent_name}} replied to your ticket #{{ticket_id}}. View: {{ticket_url}}
          

~88 chars · 1 SMS part

SMSActive

2FA OTP Code

Event: auth.otp · Trigger: On login with 2FA

            [GDesk] Your verification code is {{otp_code}}. Expires in 10 minutes. Do not share this code.
          

~96 chars · 1 SMS part

SMSInactive

SLA Breach – Agent Alert

Event: sla.breached · Trigger: On breach

            [GDesk] BREACH: Ticket #{{ticket_id}} has exceeded SLA. Immediate action required. {{ticket_url}}
          

~104 chars · 1 SMS part

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112 / 160 characters · 1 SMS part Unicode mode auto-detected

Available Merge Tags

{{ticket_id}}{{ticket_subject}}{{ticket_url}}{{department_name}}{{employee_name}}{{agent_name}}{{portal_url}}{{org_name}}{{otp_code}}

SMS Preview

Today, 2:34 PM

[GDesk] Your ticket #TKT-2025-0892 has been submitted to IT Department. Track it at: app.gdesk.sa/t/892

Sent from GDESK

In-app notifications appear in the notification bell for employees and agents. They are always sent alongside email/SMS based on user preference settings.

In-App Notification Messages

Event	Title Template	Body Template
`ticket.created`	Ticket #{{ticket_id}} submitted	Your request has been received by {{department_name}}
`ticket.assigned`	Ticket assigned to {{agent_name}}	#{{ticket_id}} is now being handled by {{agent_name}}
`ticket.reply`	New reply on #{{ticket_id}}	{{agent_name}} replied to your ticket
`ticket.closed`	Ticket #{{ticket_id}} resolved	Your ticket has been closed. Please rate your experience.
`ticket.escalated`	Ticket #{{ticket_id}} escalated	Your ticket has been escalated to a senior team
`sla.warning`	SLA Warning: #{{ticket_id}}	This ticket is approaching its SLA deadline
`sla.breached`	SLA Breached: #{{ticket_id}}	This ticket has exceeded its SLA response time
`ticket.transferred`	Ticket transferred	#{{ticket_id}} has been moved to {{department_name}}