4 Replies Latest reply on Apr 17, 2015 10:58 AM by billypilgrim

    Users that are CC on ticket get a "Please respond: Ticket: #### Resolved"

    jaredsk

      The Helpdesk is sending emails to users that are CC on a ticket, when the ticket has been marked as Resolved and saved and e-mailed.

      The emails have a subject of "Please respond: Ticket #### Resolved (Updated) --> ....."

      Following the instructions in the subject of the message they are responding, reopening the ticket, when it does not need to be.

      Is there a way we can change this so that it will notify users that are CC on the ticket that it is Resolved but not say "Please respond" in the subject of the email that they receive?

        • Re: Users that are CC on ticket get a "Please respond: Ticket: #### Resolved"
          apap

          You should be able to edit the Resolved Ticket Greeting  email template.

          Setup->Email->Templates

            • Re: Users that are CC on ticket get a "Please respond: Ticket: #### Resolved"
              jaredsk

              I am talking about the subject of the email, not the Resolved Ticket Greeting.

              I made the part that I have a problem with bold and underlined it.


              I removed links, names and other info from what I copied.

              The Client of the ticket receives the Resolved ticket email correctly:

              E-mail subject: Please respond: Ticket 11081 Resolved (Updated) --> ticket subject

              E-mail body:

              Client name, thank you for using the help desk. Your ticket (11081) has been resolved.

              Please confirm the resolution.

               

              Feedback

               

              Was your issue resolved?

              Yes

              No

               

              Notes

              Add Note

              Date

              Name

              Note Text

              4/17/15 8:36 am

              Client Name

              Got it.  Thank you!

               

              Ticket Info

              Ticket No.:

              11081

              Report Date:

              4/6/15 8:21 am

              1. Est. Due Date:

              4/20/15 11:31 am

              Reporter:

              Client Name <client email address>

              Location:

               

              Department:

               

              Tech:

              Tech Name

              Status:

              Resolved

              Request Type:

              Computer Hardware

              Subject:

              Subject

              Request Detail:

              Request Details
              IMG_0011.jpg (34.5 KB)

              Attachments:

              IMG_0011.jpg (34.5 KB, 4/6/15 8:21 am)

               

              The user that is being CC receives the following message:

              E-mail subject: Please respond: Ticket 11081 Resolved (Updated) --> ticket subject

              E-mail body:

              Client Info

              Name:

              Client Name <client email address>

              Notes

              Add Note

              Date

              Name

              Note Text

              4/17/15 8:36 am

              Client Name

              Got it.  Thank you!

              Ticket Info

              Ticket No.:

              11081

              Report Date:

              4/6/15 8:21 am

              1. Est. Due Date:

              4/20/15 11:31 am

              Reporter:

              Client Name <client email address>

              Location:

               

              Department:

               

              Tech:

              Tech Name

              Status:

              Resolved

              Request Type:

              Computer Hardware

              Subject:

              Subject

              Request Detail:

              Request Details
              IMG_0011.jpg (34.5 KB)

              Attachments:

              IMG_0011.jpg (34.5 KB, 4/6/15 8:21 am)

              • Re: Users that are CC on ticket get a "Please respond: Ticket: #### Resolved"
                billypilgrim

                The client CC is something I am looking at this week on our installation because it seems a bit weird. I have just tested the above & the Please Respond: is added to the start of the email subject by the system & I can't see a way to change this from the template.

                Jaredsk is right that when a ticket is resolved the Client & the CC'd users all get an email starting Please Respond:

                The client gets the voting buttons but for the CC'd users they just get the email with the ticket info which is a bit odd and potentially confusing.