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How to send ticket updates in this view

Joshua_novotny

Hi,

One of my coworkers send ticket updates that look like the attached file.

So instead of the full impersonal ticket, it shows this quick blurb. It still comes from the service desk email.

He doesn't know how he does it, so how do you send them like this?

Thanks,

~Josh

Screen Shot 2020-09-28 at 1.09.02 PM.png

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Accepted answers

Joshua_novotny

My sys admin helped me out.

Set “Include Graphics in HTML E-mail” to no, and then when making a quick ticket, change "Client Email Format" to "Note only." It then only sends the last message you sent, and they can reply directly in the email to update the ticket.

All comments

majors

Ever get a response? Would like to know as well.

percyplant

I think this is done just sending a Note instead of clinking on Save & Email button at the bottom of the page..

Joshua_novotny

Thanks for the response.

This did not work, when I hover over the Send button, it says "Save Ticket and e-mail note" which does the same thing, sends the whole ticket update.

Joshua_novotny

My sys admin helped me out.