Hi all, is it possible to add a custom e-mail template to a status alert? I've set an alert on all tickets with On Hold status and Medium priority so that the tech gets a reminder e-mail 3 days before the Due Date, but the e-mail is so generic that it's not really of any use. Don't think this is do-able, but I might be missing something.
Check out OPTIONS > TICKETS > STATUS TYPES. You'll need to enable client reminders.
You'll also set the interval for client (or tech) reminders under OPTIONS > TICKETS > PRIORITY TYPES & ALERTS
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