Notification email subject should say "ticket closed"

[chilm]

Dear Sir,

I would like to share a complaint from our clients regarding Hesk.

A visual for you:

(1) A support engineers creates a support ticket
(2) Client gets a mail with subject "tracking id + ticket received + subject"
(3) A support engineer works on the ticket and applies a new update
(4) Client gets a new mail with subject "tracking id + new reply + subject"
(5) Then the support engineer is finished and closes support ticket
(6) Then the client gets mail again with "tracking id + new reply +
subject" and not "tracking id + ticket closed + subject"

Can we make this happen? Is this possible to create this, so our
clients know when a ticket is closed in the subject of a support mail.
Or... is it in Hesk, but I do not see it, how to do this.

Can you please help?

Kind regards, (you know)

[Klemen]

In admin/admin_reply_ticket.php if you find

Code: Select all

if ($new_status == 3)
{

and just below that add

Code: Select all

$hesklang['new_reply_by_staff'] = '[#%%TRACK_ID%%] Ticket closed: %%SUBJECT%%';

That should do the trick.

[chilm]

Thank you Klemen,

that did it =P

Chilm

[MFiltness]

Hi

This is okay, if your closing the ticket on the first reply right?

But if your genuinely replying and not closing the ticket the 1st time it will still say ticket closed in the subject.. doesn't make much sense?

Is there a feature via some hack to enable Hesk to send a different notification when the ticket is closed? I see a mod for older versions but it hasn't been updated since 2010 or so for version 2.2.

I don't mind closing a ticket silently without informing the end user, hell keeps my helpdesk front end tidy... but I dont think the users with problems will be so happy lol.

Thanks - Hesk is a really great product by the way, I love it!

Martin

[Klemen]

The above modification should do just that - change subject to "ticket closed" only if the ticket is actually closed by staff when replying (i.e. if you select the "Close this ticket" at the bottom of the "Add reply" form). It doesn't matter if it's the 1st or 99th reply.

[MFiltness]

Oh perfect. Thanks for the quick reply!