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Web Help Desk (WHD)

Forum Close ticket via Email

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Close ticket via Email

byates over 5 years ago

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?

0 eschew_obfuscation over 5 years ago

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?
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0 byates over 5 years ago

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.
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0 eschew_obfuscation over 5 years ago in reply to byates

Ok, try under Tickets - Options - Tech Options. There's a "Default Setting for E-Mail Recipients". Make sure Client and Tech are both checked.
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0 byates over 5 years ago in reply to eschew_obfuscation

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?
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0 justin.gray over 5 years ago

Under Setup > Tickets > Options > Client Options do you have ‘Auto-Reply to Client’ set to ‘All Client Updates’?
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0 byates over 5 years ago in reply to justin.gray

All Client Updates is set
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