Automations: Send Email to a System User When a Tagged Customer Makes an Order

Scott Rubbathan

Updated March 05, 2026 19:43

The New Order Customer Tag Email Automation allows a system User to receive an email alert when a Customer with a specific Tag places an order.

Use cases of this Automation include:

Customers with access requirements – alert FOH staff to ensure arrangements are in place for assistance
VIP customers – alert FOH/management staff so they can meet and greet on arrival
Customers who have been refused entry or created issues in the past – alert staff so they can take appropriate action

How to set up a Customer Tag Automation

Tag your customers

First, you’ll need to apply a tag to relevant customer records. If you're not familiar with using tags in Ticketsolve, you can learn more about using Tags here.

1. Navigate to the relevant customer record.

2. Add your tag to the Tags field by typing it and either selecting an existing tag or pressing enter on the keyboard to make a new tag.

3. Click Update Customer to save the tag.

Create your email template

1. Go to Settings > Templates.

2. Click Add New to create a new Template.

3. Give your template a Name - be sure to name your template clearly and specifically, so it’s obvious to all system users what it is for. This is especially important the more automations you build.

4. Click Add to save the template.

5. Enter your subject line and email content into the MJML tab and click Update. We’ve created a simple MJML email template you can use and edit to suit your email content.

6. Ensure the subject line is clear for the system user, e.g. 'New Access Booking', 'New VIP Order Has Been Placed', etc.

Create your automation

Now that you’ve created your email template and tagged your customers, you can create the automation.

1. Navigate to Manage > Automations.

2. Open the New Automations tab.

3. Find the New Order Customer Tag Email Automation card and click New Automation.

4. Configure the key details of your Automation:

Automation Name – name your automation so it’s clear to all system users what it is, e.g. 'Access Customer Alert'
User – select the system user who should receive the email alert
Mail Template – select the email template you created in the step above
Schedule – decide when you want the email to be sent.
- Enter 'now' to trigger the email immediately after a booking is made
- Enter phrases such as: 'in 30 minutes', 'in 1 hour', 'in 2 hours' to set a custom send schedule

5. Once configured, click Save.

Enable your automation

Once saved, your new automation will appear in the Manage Automations tab.

The final step is to click Enable, and the automation will start running.

Repeat the steps above with different customer tags to accommodate as many different scenarios or workflows as you need.

How to edit your automation

If you want to pause or edit your automation:

1. Navigate to Manage > Automations.

2. Locate the automation from the cards.

3. To pause your automation, simply click Disable.

4. Or to edit your automation, click the Ellipsis (3 dots) and select Edit parameters.

5. You can update the User, Mail Template, Customer Tag and Schedule. The only element you cannot change is the Automation Name.

6. When you've completed your update, click Save.