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How to send ticket updates in this view

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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

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1 Solution

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.

View solution in original post

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4 Replies
Level 12

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

 

percyplant_0-1601536349744.png

 

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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.

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Level 7

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

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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.

View solution in original post

0 Kudos