---
title: "How to Inform Customers About Their Cases"
description: "There are several ways to send information to your customers, both via email and SMS."
url: https://helpcenter.c1st.com/en/articles/6460073-how-to-inform-customers-about-their-cases
collection: "The proces of a new ticket & a new order"
updated: 2026-10-21
language: en
alternates: [da, nb, sv]
---

# How to Inform Customers About Their Cases

There are several ways to send information to your customers, both via email and SMS.

When starting a new case for a customer, there may be various things you need to send to the customer during or after the completion of the sale. This could include **Customer ticket, Receipt, Invoice,** or other relevant documents for the customer.

* * *

##   
**Notifying the Customer When a Case is Created**

When you create a ticket in Customers 1st, you have the option to notify your customer, for instance, about the status of the case.  
​

Below are the options available during creation:

![](https://staticfiles.gleap.io/helpcenter/67bc4100bdec4da8846ccbd3/20250318160025_8119.png)

  
As you can see, you can send an SMS or email to the customer upon creation by ticking the checkboxes. For emails, you can choose which type of file to attach.

##   
After the Case is Created

If you have an existing ticket and need to send the customer an email with a receipt, invoice, or other documents, you can do this within the ticket itself.  
​

Under _Tickets,_ select the desired case and then click on the email icon.

![](https://staticfiles.gleap.io/helpcenter/67bc4100bdec4da8846ccbd3/20250318160025_9845.png)

  
​  
A window will then appear, allowing you to choose the message and files you wish to send to the customer.

![](https://staticfiles.gleap.io/helpcenter/67bc4100bdec4da8846ccbd3/20250318160025_6338.png)

  
​  
See [here](https://helpcenter.c1st.com/en/articles/3091492-how-to-make-text-message-templates.md) how to change your SMS templates or [here](https://helpcenter.c1st.com/da/articles/6020785-opsaetning-af-e-mail-skabeloner.md) if you want to modify your email templates.