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ticket resolved but send only reply template?
Posted: Sun Apr 16, 2017 11:10 pm
by 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.
Re: ticket resolved but send only reply template?
Posted: Mon Apr 17, 2017 6:43 am
by 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.
Re: ticket resolved but send only reply template?
Posted: Mon Apr 17, 2017 2:09 pm
by bananaspider
So when will the closed/resolved email template be sent out? Thanks.
Re: ticket resolved but send only reply template?
Posted: Mon Apr 17, 2017 4:02 pm
by 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
Re: ticket resolved but send only reply template?
Posted: Mon Apr 17, 2017 4:28 pm
by 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!