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Updated on Oct 17, 2026

Configure Guest Ticket Notifications

Troubleshoot guest ticket confirmation emails by checking both notification policies, supported template tags, the confirmation prompt, and mail delivery logs.

Dragwyb Click to Chat can send a guest ticket received email when a visitor submits a support request without a logged-in WordPress account. If the confirmation is missing or its wording needs adjustment, check the guest-specific email setting, the general customer email policy, the saved message templates, and the email delivery path.

Check both notification settings

The guest confirmation handler checks that the ticket exists, has a customer email address, and is still a guest ticket. It then checks two settings:

  • Customer email notifications: the broader Support settings notification policy must allow customer email notifications.
  • Guest ticket received email: the Support Portal setting guest_ticket_received_email_enabled must be enabled.

The guest-specific setting defaults to enabled in version 1.2.0, but saved settings can differ. If either policy disables the email, the guest confirmation handler returns without sending it. Review both settings rather than changing only one.

Review the subject and message

The Support Portal settings include a customizable guest ticket received email subject and message. The implementation supports these replacement tags in the configured subject/message: {site_name}, {ticket_id}, {ticket_subject}, {customer_name}, {customer_email}, and {portal_url}. Use the exact brace-wrapped tag names. The guest email confirmation prompt shown before submission is a separate setting and uses {email} to display the address entered by the visitor.

Keep the message clear about the ticket being created in guest mode and how the customer should return to the Support Portal. Avoid placing access tokens or other sensitive secrets in a customizable email message.

Test the complete delivery path

  1. Use a dedicated test email address and submit a new ticket while logged out.
  2. Confirm the address shown in the email confirmation prompt is correct before submitting.
  3. Verify the guest received-email setting and the broader customer email notification policy are enabled.
  4. Check the recipient inbox, spam/junk folder, and the site’s configured mail delivery logs or SMTP provider logs.
  5. If the email is still missing, check whether scheduled notification processing is running. The plugin schedules guest ticket confirmation delivery asynchronously, so an enabled setting alone does not prove that delivery succeeded.
  6. Repeat with a logged-in test account only as a comparison; the guest confirmation handler is intended for tickets without an authenticated WordPress user.

What to record when troubleshooting

Record the test ticket ID, time submitted, whether the ticket was created as a guest, the recipient address used, the two notification settings, and any mail-provider error. Do not include a customer’s real ticket contents or access token in public support requests.

For related access and privacy guidance, read Guest Ticket Access and Privacy and Configure Secure Guest Ticket Access.