Dear SolarWinds Support,
I would like to submit a feature request to enhance the email notification functionality within the SolarWinds Helpdesk system.
Request:
We would appreciate the ability to customize the email notification formatting based on the status of a ticket. Specifically, we propose the following enhancement:
When a ticket is marked as "Resolved", the email notification should display key ticket status text (or background) in green to clearly indicate successful resolution.
When a ticket is marked as "Closed – Not Resolved", the email notification should display the corresponding status in red, to visually indicate an unresolved issue.
Purpose:
This visual differentiation would help improve clarity for end-users and support staff, ensuring quicker recognition of the ticket outcome, especially in high-volume environments. It would also enhance overall communication efficiency and reduce follow-up confusion.
Please let us know if this feature is currently possible through customization or scripting, or if it can be added to the product roadmap.
Thank you for your continued support.
