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Users that are CC on ticket get a "Please respond: Ticket: #### Resolved"

The Helpdesk is sending emails to users that are CC on a ticket, when the ticket has been marked as Resolved and saved and e-mailed.

The emails have a subject of "Please respond: Ticket #### Resolved (Updated) --> ....."

Following the instructions in the subject of the message they are responding, reopening the ticket, when it does not need to be.

Is there a way we can change this so that it will notify users that are CC on the ticket that it is Resolved but not say "Please respond" in the subject of the email that they receive?

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apap

You should be able to edit the Resolved Ticket Greeting email template.

Setup->Email->Templates

jaredsk

I am talking about the subject of the email, not the Resolved Ticket Greeting.

I made the part that I have a problem with bold and underlined it.

I removed links, names and other info from what I copied.

The Client of the ticket receives the Resolved ticket email correctly:

E-mail subject: Please respond: Ticket 11081 Resolved (Updated) --> ticket subject

E-mail body:

Client name, thank you for using the help desk. Your ticket (11081) has been resolved.

Please confirm the resolution.

Feedback

Was your issue resolved?

Yes

Notes

Add Note

Date

Name

Note Text

4/17/15 8:36 am

Client Name

Got it. Thank you!

Ticket Info

Ticket No.:

11081

Report Date:

4/6/15 8:21 am

Est. Due Date:

4/20/15 11:31 am

Reporter:

Client Name <client email address>

Location:

Department:

Tech:

Tech Name

Status:

Resolved

Request Type:

Computer Hardware

Subject:

Subject

Request Detail:

Request Details
IMG_0011.jpg (34.5 KB)

Attachments:

IMG_0011.jpg (34.5 KB, 4/6/15 8:21 am)

The user that is being CC receives the following message:

E-mail subject: Please respond: Ticket 11081 Resolved (Updated) --> ticket subject

E-mail body:

Client Info

Name:

Client Name <client email address>

Notes

Add Note

Date

Name

Note Text

4/17/15 8:36 am

Client Name

Got it. Thank you!

Ticket Info

Ticket No.:

11081

Report Date:

4/6/15 8:21 am

Est. Due Date:

4/20/15 11:31 am

Reporter:

Client Name <client email address>

Location:

Department:

Tech:

Tech Name

Status:

Resolved

Request Type:

Computer Hardware

Subject:

Subject

Request Detail:

Request Details
IMG_0011.jpg (34.5 KB)

Attachments:

IMG_0011.jpg (34.5 KB, 4/6/15 8:21 am)

billypilgrim

The client CC is something I am looking at this week on our installation because it seems a bit weird. I have just tested the above & the Please Respond: is added to the start of the email subject by the system & I can't see a way to change this from the template.

Jaredsk is right that when a ticket is resolved the Client & the CC'd users all get an email starting Please Respond:

The client gets the voting buttons but for the CC'd users they just get the email with the ticket info which is a bit odd and potentially confusing.

billypilgrim

Ha too late on my reply!