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Canadianmade

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Posts: 69
Reply with quote  #1 
Have a different email template for when a ticket is closed.

Using the same email template for updates and closing causes some confusion with users who don't notice the Status.
It would be nice to have a different email template so when a ticket is close you can link to a survey or provide different information then you would want on just a ticket update email.
thoese

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Posts: 491
Reply with quote  #2 
Here's a suggestion that might make it more clear to your users.

In the "Updated Ticket Prebody Text" you could change it to...

Quote:
This is an automated email to inform you that your ticket has been updated.  

Ticket Status=%eventStatus%


This way the status of the ticket will near the top of the email.

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Canadianmade

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Posts: 69
Reply with quote  #3 
Great idea, thanks!
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