Email Templates

[semin]

Good time of day. I am currently searching for a service desk system. I tested the hack for 2 days and found one oddity.
If you click send a response and change the status to resolved. Hack sends a template new_reply_by_staff.txt . But it seems to me that he should send ticket_closed.txt

HESK 3.5.0
PHP 8.3.6 (MySQLi)

This is not critical and does not interfere much with work, but you may want to fix it in future releases.

[Klemen]

It's not a bug, it's a feature

If you *reply* to the ticket, the new_reply_by_staff.txt is always used, regardless of status.

The ticket_closed.txt is only used when a ticket is closed without replying, for example if you click the "Mark as resolved" link or if you resolve tickets from the ticket list table or if a ticket is resolved automatically for inactivity.

[semin]

It seemed to me that it would be more logical to send a response depending on the status for which the application is changing.
Or maybe make a separate close application button so that the application is closed and the client receives a response according to the template ticket_closed.txt . Otherwise, it is unclear whether the application is closed or work is still underway on it and the client must follow the link to understand what happened to the application after the contractor's response.

[Klemen]

You can always include the %%MESSAGE%% tag in your email templates and your client will be able to read the response inside the email.

[semin]

I've already done that. That's why I wrote that it's not critical.
Just as an idea for the future to make the system more logical.

[Klemen]

Yes, no worries, always open to suggestions.

We discussed this internally a lot in the past and decided there is no "correct" way of doing it, so we decided on how it works now; if there is a reply, the "new reply" template is used and if a ticket is closed without a reply, the "ticket closed" template is used.

We used to have it as a two-step process (reply and close separately) but added "Submit as resolved" due to user requests.

In your case, you can train your staff to do it in two steps:
1. reply to the ticket
2. close the ticket

In that case, both emails will be sent.

You could even modify Hesk code to hide the "Submit as Resolved" option.

[semin]

Good thanks. And thanks for the app. It is very convenient and easy to set up. It has all the necessary functionality. Of all the software that I have tested over the past month, this is the best application for keeping records of applications.