Notification emails and placeholders

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HelpWP sends transactional emails for every meaningful event in a ticket’s life. All of them are editable under HelpWP -> Settings -> Emails.

The events

Email	Sent to	Trigger
Login verification code	Visitor	Client requests a login code on the helpwplogin form.
New ticket – to client	Client	A ticket is created.
New ticket – to agent	Agent	A ticket is created (and an agent is assigned).
Agent replied – to client	Client	An agent comments on the ticket.
Client replied – to agent	Agent	A client comments on the ticket.
Ticket resolved – to client	Client	An agent flips the ticket to Resolved.

Each email has three editable fields: Header, Subject, and Body. Leave any field blank to skip that piece (for example, blank the body to disable a particular email).

Placeholders

The following placeholders are replaced at send time. They work in any of the three fields.

Placeholder	Replaced with
##site_name##	Site title from Settings -> General.
##client_name##	The client’s display name.
##agent_name##	The assigned agent’s display name.
##ticket_id##	The numeric ticket ID.
##ticket_subject##	The ticket title.
##ticket_link##	A passwordless helpwplogin URL that signs the client in and lands them on the ticket.
##ticket_product##	The product term assigned to the ticket, if any.
##ticket_priority##	The urgency assigned to the ticket.
##code##	The 6-digit verification code (login email only).

Branding

Two extra fields apply to every email under Emails -> Branding:

• Email logo: an image URL or upload, shown at the top of every email.
• Email footer text: the small line at the bottom of every email. Defaults to “(c) {year} {site name}. All rights reserved.”

Sender address

HelpWP uses the standard WordPress mail pipeline (wp_mail). The default sender is wordpress@<your-domain>. Override it by installing any “WP Mail SMTP” / “FluentSMTP” plugin and configuring a sender there.