E-mails QuantumOps sends

A catalogue of the e-mails that QuantumOps and your sign-in service send, with who receives each one, when, what the subject says, how to switch it on or off and where to read more.

Written By Chris Scaminaci

Last updated About 2 hours ago

QuantumOps sends e-mail for many features, and some messages come from other systems on its behalf. This page lists each e-mail by feature: who receives it, when it is sent, what its subject says, how to switch it on or off and which page explains the feature. Use it when someone asks where a message came from, or why one did not arrive.

Where each e-mail comes from

Four senders are involved. Knowing which one sent a message tells you where to look when it goes missing. Which sign-in service your instance uses decides some of the rows below; Signing in says how to find out.

Sender	What it looks like	Used for
Your sign-in service	Sent by the sign-in service, in its own wording.	Account activation, invitations and, with Zitadel, password resets.
QuantumOps	Sent from `donotreply@qops.app` with the sender name QuantumOps. Paystubs use QuantumOps Payroll. The QBR pre-read uses the Sender name from QBR settings, or your company's name.	Pause notices, verification codes, Q-Notices, QBR notices (including the pre-read when you choose the QuantumOps sender), timeclock notices, paystubs and, with Auth0, password resets.
Your HaloPSA mailbox	QuantumOps posts the message to HaloPSA as an e-mail action, and HaloPSA sends it from your own mailbox.	Replies and surveys to your customers, the QBR pre-read, and identity verification campaigns sent by Halo Email Action.
Your own mail server	Sent through the mail server you enter.	Identity verification issuance campaigns, when you choose SMTP Email.

For e-mails sent through HaloPSA, QuantumOps sends the body of the message. Where the tables below say the subject comes from your HaloPSA e-mail template, QuantumOps sends no subject of its own and HaloPSA builds it.

E-mail	Who receives it	When it is sent	How to switch it	More
Activation. With Zitadel it is worded as a password reset; the person selects Reset password in it.	The primary contact of a new instance.	Automatically when the instance is created.	It cannot be switched off.	Activating your account
Invitation	The person you invite.	When an Administrator invites them, or selects Resend invite.	You choose when to send it.	Inviting people, roles and agent links
Password reset	The person who needs a new password.	When an Administrator selects Send password reset. With Zitadel the sign-in service sends it. With Auth0, QuantumOps sends it, with the subject Welcome to QuantumOPS - Please Set Your Password to Finish Setting Up Your Account.	You choose when to send it.	Team Management

AI processing and verification codes

All of these come from QuantumOps and have no switch.

E-mail	Who receives it	When it is sent	More
AI processing paused. Subject AI Processing Paused followed by your organisation's name. When processing paused itself because an AI provider reported a billing problem, the subject begins Action Required: and the e-mail lists the steps to resolve it.	Your organisation's primary contact.	When processing pauses, whether someone paused it or it paused itself. Nothing is sent if it was already paused.	Pausing and resuming AI processing
AI processing resumed. Subject AI Processing Resumed followed by your organisation's name.	Your organisation's primary contact.	When processing resumes. Nothing is sent if it was not paused.	Pausing and resuming AI processing
Agent verification code. Subject Your QuantumOps verification code.	The e-mail address on the agent's record. If the record has no address, no code arrives. Add the address in Edit details on Team Management, or in HaloPSA and import again.	When an agent selects Send code in Verify your agent identity in Qubit Copilot on the Ticket Dashboard. The six-digit code expires after 10 minutes, and a new one can be requested after 60 seconds.	Copilot suggestions and reply drafts

E-mails to your customers, sent through HaloPSA

QuantumOps posts each of these to HaloPSA, which sends it from your mailbox. They need a working HaloPSA connection.

E-mail	Who receives it	When it is sent	How to switch it	More
Customer Success e-mail from an alert. The subject is the one you enter.	The person who raised the ticket.	When you send it from the Email action on an alert.	You choose when to send it.	Working the alert feed
Customer Success ticket outreach. The subject is the one you enter.	The end user on the ticket.	When you select Create CS Ticket & Send Email.	You choose when to send it.	Working the alert feed
Reply on a Customer Success ticket. The subject comes from your HaloPSA e-mail template.	The person on the HaloPSA ticket.	When you send a reply from Reply to CS Ticket. A reply marked Mark as Private Action is posted as a note and nothing is e-mailed.	You choose when to send it.	Customer Success tickets and pending CSATs
Customer Success survey. The subject comes from your HaloPSA e-mail template.	The person who raised the ticket.	When you select Send CSAT on an alert. With Test Mode on, nothing is sent.	You choose when to send it.	Working the alert feed
Reply from Qubit Copilot on the Ticket Dashboard. The subject is the one in the draft.	The customer on the ticket.	When you send a reply with Customer email ticked. Otherwise the reply is a private note.	You choose when to send it.	Copilot suggestions and reply drafts
Reply from Agent Assist (the Interactive Guide). The subject is the one in Email Subject.	The customer on the ticket.	When an agent sends a response as Email to Customer. An Internal Note sends nothing.	You choose when to send it.	Agent Assist (Interactive Guide)

Surveys sent for closed tickets work differently. QuantumOps does not send a survey when a ticket closes. The faces in those e-mails are a block you paste into your own HaloPSA e-mail templates, and HaloPSA sends the message. See Adding the survey to HaloPSA e-mails and Survey settings, tags and the survey page. Launching an NPS campaign records the addresses on your list and creates a personal survey link for each one; QuantumOps does not e-mail those links. See NPS campaigns.

Identity verification e-mails

E-mail	Who receives it	When it is sent	How to switch it	More
Authenticator step-up link. Subject Confirm your identity for your IT support request.	The caller, at the address on file in your directory.	When a technician selects Verify Identity for a client that uses Authenticator step-up. The link works once and expires after the time the e-mail states. It is sent from an address on a sending domain that TechPulse sets up for your instance.	The client's verification method and its Default Verification Method.	Verifying a caller
Verified ID verification request, sent through HaloPSA. The subject comes from your HaloPSA e-mail template.	The caller named on the ticket.	When a technician requests verification for a client whose delivery method is e-mail.	The client's Default Verification Method.	Verifying a caller
Issuance campaign messages: instructions, reminders and expiry warnings. With SMTP Email the subject is the one you enter under Email Subject. With Halo Email Action HaloPSA sends it from your mailbox and builds the subject from your e-mail template. Halo Ticket Note sends no e-mail; it posts a private note on the recipient's HaloPSA ticket. Both Halo methods need the recipient to be attached to a HaloPSA ticket.	The campaign's recipients.	When a campaign runs.	The campaign's Delivery Method, and Test Mode to send only to a test address.	Issuance campaigns

Q-Notice and alert e-mails

E-mail	Who receives it	When it is sent	How to switch it	More
Q-Notice. Subject Q-Notice Created: or Q-Notice Updated: followed by the notice title.	The recipients saved on the notice's Email channel. If none are saved, your organisation's primary account address.	When the notice is issued, and when it is changed. Expiring or dismissing a notice sends nothing.	Add or remove the Email channel on the notice or on its auto-rule.	How Q-Notices are delivered
Legacy Alert Engine e-mail. The subject comes from the alert's e-mail channel.	The addresses listed on the alert's e-mail channel.	When the alert fires.	Switch the alert off, or edit its channels.	Alert Engine (legacy)

QBR e-mails

QBR Studio e-mails come from QuantumOps, except the pre-read, which you can send from your HaloPSA mailbox instead. Each notice is sent once per step; a notice that fails three times is not tried again.

E-mail	Who receives it	When it is sent	How to switch it
Draft ready. Subject QBR draft ready: and the report title.	The report's owner, and anyone in Also tell on the schedule.	When a generated draft is ready.	E-mail the owner when a draft is ready in QBR settings.
Generation failed. Subject QBR generation failed: and the title.	The owner.	When generating the review fails.	Not switchable.
Review requested. Subject Review requested: and the title.	The reviewers, or the owner when no reviewer is named, but not the person who submitted it.	When a review is submitted for approval.	Not switchable.
Changes requested. Subject Changes requested: and the title.	The owner.	When a reviewer sends the review back with a note.	Not switchable.
Approved. Subject Approved: and the title.	The owner, unless the owner approved it.	When a reviewer approves the review.	Not switchable.
Reminder. Subject Reminder: and the title, then is not approved yet.	The owner.	Before the meeting date of a review that is not approved.	The Reminder days on the schedule for a scheduled review (see QBR schedules). For other reviews, the Reminder days in QBR settings (0 means never) and Also remind owners of reports created by hand, not only scheduled ones.
Client decision. Subject names the client and the decision, for example accepted a recommendation.	The owner.	When the client accepts, defers or declines a recommendation, at most once an hour for each recommendation.	E-mail the owner when a client records a decision in QBR settings.
Client pre-read.	The client contacts you enter, up to 25 at a time.	When you select Send pre-read on a published review.	Choose the sender under Client e-mail in QBR settings.

For the pre-read, Your Halo mailbox (recommended) sends from your HaloPSA mailbox, with the subject from your HaloPSA e-mail template. The QuantumOps sender (donotreply@qops.app) sends it from QuantumOps with the report title as the subject and replies going to the report owner. See Review, publish and share with the client and QBR settings.

Timeclock and payroll e-mails

Timeclock notices come from QuantumOps and are off until you switch them on. Open the Settings section of the Timeclock Admin Hub, then Notification Settings. Each event has its own card. On a card you switch the event on, tick Notify affected employee and/or Notify supervisors, and add other addresses under Additional recipients:. New cards start with Notify supervisors ticked for time off requested, punch exception created and missed clock-out, and with Notify affected employee ticked for the approved and declined events and for missed clock-out. The affected employee receives an e-mail only if they have an address on their payroll record. See Timeclock and payroll e-mail notifications and Timeclock administration.

Event	Default subject	Sent when
Time off requested	Time Off Request Submitted and the employee's name	An employee submits a time-off request.
Time off approved	Your Time Off Request Has Been Approved	A supervisor approves it.
Time off declined	Your Time Off Request Has Been Declined	A supervisor declines it.
Punch exception created	Punch Exception Requires Review and the employee's name	An exception needs review.
Punch exception approved	Your Punch Exception Has Been Approved	A supervisor approves it.
Punch exception declined	Your Punch Exception Has Been Declined	A supervisor declines it.
Missed clock-out	Missed Clock-Out Detected and the employee's name	An administrator selects Email Reminder on a clock-in that was never closed, or the e-mail icon on a shift that ran too long.
Payroll period approved	Payroll Period Approved and the period's name	A payroll period is finalised and approved.

The reminder to submit time off before a pay period closes and the e-mails about holiday-shift bids have no card on that screen, and they are not sent.

Paystubs are separate. Your Pay Statement - followed by the pay period's dates is sent from QuantumOps Payroll to each employee, with the paystub as a PDF attached. It goes out when you select Send Paystubs in the Finalize step of the payroll wizard, which needs a locked period. An employee without an e-mail address on their payroll record counts as failed, and the wizard reports how many failed. See Payroll wizard: finalize and paystubs.

Partner e-mails

Partner organisations that use White Label credits also receive a monthly credit-usage summary and a warning e-mail when credit use crosses a warning level. Those e-mails go to the addresses set by the partner's administrators. They are described in the partner documentation.

When e-mail is not set up

QuantumOps sends its own e-mail through a mail service that TechPulse sets up for your instance. If it is not set up, the e-mails from QuantumOps in the tables above are not sent. Most features do not warn you: the message simply does not arrive. These are the places that do say so:

QBR settings shows E-mail is not configured., and the Send a pre-read dialog says the pre-read cannot be sent and does not let you send it, even with Your Halo mailbox (recommended) chosen. Copy the client link instead.
Qubit Copilot answers We could not send the verification email. Please try again shortly. when you select Send code.
For Authenticator step-up the panel shows Not verified with a reason, and nothing is sent to the caller. Use your out-of-band identification procedure.
With Auth0, Send password reset reports that the reset link was created but could not be e-mailed.
Send Paystubs reports how many paystubs failed.

Pausing and resuming AI processing still works without e-mail; only the notice is lost.

E-mails sent through HaloPSA depend on your HaloPSA connection and mailbox, not on this, except that the Send a pre-read dialog does not let you send a QBR pre-read until e-mail is set up. E-mails from your sign-in service depend on that service. If e-mail from QuantumOps never arrives for anyone, ask TechPulse to check that e-mail is set up for your instance. See Getting help.

Activating your account covers the sign-in service e-mails from the receiving side.
Team Management is where invitations and password resets are sent from.
Issuance campaigns covers the campaign delivery options.
Working the alert feed covers the Customer Success e-mails.
Roles and access, Modules reference and the Glossary are the other reference pages.

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