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no email sent when ticket is being closed
Posted: Tue Mar 24, 2015 12:58 pm
by 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
Re: no email sent when ticket is being closed
Posted: Tue Mar 24, 2015 1:56 pm
by 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.
Re: no email sent when ticket is being closed
Posted: Tue Mar 24, 2015 2:07 pm
by stijnvan
great !
thx for the clear answer !!!