Hi!
Right now when I close a ticket the only available note type is "Note-internal"
which means
that I cannot notify the person at the same time that the ticket is closed and
the actions performed for that.
I know that I can create a notification action to send a generic alert that the
ticket has been closed
and I 've done that already but that cannot get the description when an agent
closes the ticket.
In order to do so I have first to send a reply to the customer and then close
the ticket.
Since closing the ticket also requires description can I do all these in one
step?
This means to close the ticket with a description and at the same time send all
comments to the customer.
I believe that if I could have the option "email-external" to note type when
closing a ticket would solve my problem.
Is this possible? Any idea on how to achieve it?
Regards,
G.
______________________________________________________________________________
Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία
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