no email sent when ticket is being closed

[stijnvan]

hello,

when closing a ticket, no email is sent to customer (ticket_closed.txt).

when replying on a ticket, no email is sent to staff member (ticket_reopen_assigned.txt), but email (new_reply_by_customer.txt) is sent to staff member

[mkoch227]

Emails are working fine for me when the ticket is closed (I'm assuming you're using HESK 2.6.2 / Mods for HESK 2.1.1). Make sure that "Notify customers when a support ticket is marked Resolved" is checked off under the "email" tab (this feature was added to HESK 2.6.0 as a standard feature).

The old "ticket_reopened_assigned.txt" template was deprecated after Mods for HESK 2.6.0. This was due to the fact that staff members would receive two emails if a customer re-opened a ticket (they would get "ticket_reopened_assigned", followed by "new_reply_by_customer"). Also, if the customer clicked "reopen ticket" but never entered a response, the ticket would stay closed, but the email stating the ticket was re-opened was still sent out, which could cause confusion.

If you want to re-add that email in, look at https://github.com/mkoch227/Mods-for-HE ... 206e0ac781, and re-enter lines 114-122 that were deleted in change_status.php. I can't guarantee that it will work 100% though.

[stijnvan]

great !

thx for the clear answer !!!