When i close a ticket via and email instead of the web interface, it only delivers the closed notifcation to myself (the tech) and my manager. I have looked around and cant find how to make it also send to the client. Where can i find that setting?
Sounds like the rule you have set up for closing tickets by email uses "Save" where it needs to use "Save & E-Mail". What does the rule look like?
I've been trying to find that rule. Where is that because everywhere i look, i dont see such an option
If i close the tickets from an email, it will send to the tech and the tech's manager/lead but will not send to the client. Closing tickets from the Web interface, i have to specifically check "Client" when closing a ticket.
Ok, try under Tickets - Options - Tech Options. There's a "Default Setting for E-Mail Recipients". Make sure Client and Tech are both checked.
That is what that setting is set to. I know there are "resolved" and "closed". I always do closed, i dont remember seeing a difference between the two when setting it up but is there?
Under Setup > Tickets > Options > Client Options do you have ‘Auto-Reply to Client’ set to ‘All Client Updates’?
All Client Updates is set
