Overview
Each ticket type can have automation rules that trigger actions when a ticket moves from one status to another. One of the most useful actions is Send message to property contact, which automatically notifies the relevant contact (e.g. a tenant or owner) via SMS or email — without any manual effort from your team.
Step 1: Open ticket type settings
Go to Settings in the top navigation.
Select Tickets from the left menu.
Click the Ticket Types tab.
Select the ticket type you want to configure (e.g. Add Container, Overfilled container).
In the Setting menu on the right, click Ticket automation.
Step 2: Choose a status transition
The automation panel shows all possible status transitions for this ticket type (e.g. From Open to Completed). Click the dropdown arrow next to the transition where you want a message sent.
Step 3: Add a send message to property contact action
Click + Action under the relevant transition.
Select Send message to property contact.
Fill in the action fields:
Recipient role: The contact role on the property that should receive the message (e.g. Tenant, Owner)
Delivery method: Choose SMS or Email
Message: The message body sent to the contact
Example: Sending an SMS
The screenshot below shows a completed SMS automation on the Add Container ticket type. When the ticket moves from In Progress to Completed, the system sends an SMS to the contact with the role Tenant.
The message body reads: Hello! Your container has been added successfully.
When this automation fires, the event log records that the SMS was sent. The recipient contact details (name, phone number) are visible in the Contacts tab, which is always available on the ticket. Note that the recipient receives the message with a short delay of approximately 5 minutes after the status change.
Example: Sending an email
For email, the action has two additional fields: From and Subject. The From field must be an email address that is authorised in your company settings.
The screenshot below shows an email automation on the Overfilled container ticket type. When the ticket moves from Created to Open, an email is sent to the Tenant contact.
The email subject and body can include dynamic placeholders to personalise the message automatically. Below are some examples:
{containerId}: The ID of the container linked to the ticket
{containerContainerType}: The container type (e.g. 120L Container)
{containerWasteFraction}: The waste fraction assigned to the container (e.g. Residual waste)
{senderName}: The name of the user assigned to the ticket
{senderEmail}: The email address of the user assigned to the ticket
The sender placeholders refer to the team member currently assigned to the ticket at the time the automation fires.
The sent email is logged in the ticket event log, showing the recipient, subject, and message content.
What happens when there is no contact with the required role?
If the automation fires but no contact on the property has the selected role, the system cannot deliver the message. Instead of failing silently, it logs a note in the ticket event log:
Note: Automation could not send SMS: no active contact with role CO_OWNER on the property.
This makes it easy to spot missing contact data and correct it on the property record.
Tips
You can add multiple actions to a single status transition — for example, send an SMS to the tenant and an email to the owner at the same time.
Make sure properties have contacts assigned with the correct roles (Tenant, Owner, etc.) so automations can find the right recipient.