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Posts: 89
Reply with quote  #1 
Often times we get complaints from ticket requesters receiving emails that their ticket has been "UPDATED" but they don't have a good indication of what has been updated.

It would be nice if the email updates were a little more dynamic in that they know if and what was changed so this could be included in the pre-body.

  • For example, if a ticket status has changed, the pre-body could simply state "Your ticket status has been updated".
  • Or more complex,  "Your ticket status has change from "Opened" to "In Progress".
  • And for more than one change, "Your ticket status has been changed from "Opened" to "Pending" with new comments added."

This would give the requester a little more indication of what to look for in the update rather than thinking they're just getting spammed with updates.
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