Send a "Tickect Closed" email

[char1iecha1k]

Hi again

Hi I want to send out an automatic email to the client whenever their ticket gets closed. Has anyone got any suggestions as to where to start.

thanks

[bart_arg]

When I close a ticket, I send a reply to customer saying something like "ticket closed. Please feel free to open it again"

[johnny-legend]

Oh thats very complicated.

If i do that then i dont have to use the helpdesk and do all my support through email.

[bart_arg]

I didn't say that I send an e-mail to customer. I send a ticket response informing that ticket is closed.

[char1iecha1k]

I think this is what I would like to do, how dit you do it?

[Outpack]

Hi I want to send out an automatic email to the client whenever their ticket gets closed. Has anyone got any suggestions as to where to start

Is there for it, in the meantime, a solution?

[andrew]

Hi I want to send out an automatic email to the client whenever their ticket gets closed. Has anyone got any suggestions as to where to start

Is there for it, in the meantime, a solution?

Yes. Submit a reply to the customers ticket, saying,
"this ticket is now closed"

and then close the ticket

[Christien]

When I close a ticket, I send a reply to customer saying something like "ticket closed. Please feel free to open it again"

Can someone tell me how to include the ticket id in such message. The tag %%TRACK_ID%% like in the notifications doesn't work. Any suggestions..

Thanks,

[jnicastr]

What I did for this was the following:

1) In the email reply from staff, I included the ticket ID into the subject of the email so the customer can identify which ticket it is

FILE TO MODIFY: admin_reply_ticket.php

Change this line:

Code: Select all

@mail($orig_email,$hesklang['new_reply_staff'],$message,$headers);

To This:

Code: Select all

@mail($orig_email,$hesklang['new_reply_staff']." Ticket#: ".$trackingID,$message,$headers);

2) As far as advising the customer that the ticket is closed, I state this in the ticket via the admin hesk interface, however...I've modified the reply email so that the message of my reply is included in the email that goes to the customer. This way, the customer knows the ticket is closed. To do this, follow the directions in the post linked below...they worked perfectly for me running version 0.94.1

viewtopic.php?t=1156

Hope that helps you!