ticket resolved but send only reply template?

[bananaspider]

When clicking on "Submit as: Resolved ", the email template that is sent to user is reply template only and NOT the "your ticket has been closed/resolved template". I verified the ticket show "resolved" in the "Ticket status:"

Thanks.

[Klemen]

That is expected behavior in Hesk. The main reason is that the "resolved" template normally would not include/expect a response message because a ticket can be resolved without replying.

[bananaspider]

So when will the closed/resolved email template be sent out? Thanks.

[Klemen]

Whenever a ticket is closed without posting a reply. So:

- by clicking the "Resolve" link in the ticket head
- by changing status to "Resolved" in ticket head or in list of tickets
- if resolved automatically for inactivity

[bananaspider]

Ok. got it. I would add another template for submitting as resolved while also letting a reply go through informing customer why ticket was resolved all in one swoop. Customer can, if needed, reopen ticket if it wasn't resolved. Thanks!