HHH

We get mails from Jira which are a pain since they have them styled ad nauseum

@Martyn Houghton I just started testing using ESP conditions as a workaround. Some text in Swedish and then the condition '{{Customer Contact.H_language}}'='sv' then another text in English and the condition '{{Customer Contact.H_language}}'='en-GB' This works as expected but is a bit fiddly so proper translations would be preferred. https://wiki.hornbill.com/index.php/Email_Templates

Most definitely. Thanks for clearing that up.

Is there an implicit "services supported by me" filter when creating views? I created a custom view with the only criteria being that I'm a customer. When I, as an analyst, look in the request list I cannot see this ticket. I assume it's because it's on a service I am a subscriber to but is not supported by my team but want to verify this.

+1

From experience they don't seem to need to be of the same type but there seems to be a limit of 50 at a time, at least that's how many I've been able to select from the list. BTW Shift+Click works so click top item and shift+click a bit down in list makes it a bit faster to go through many items.

How about letting the intranet email Hornbill and then set up routing rules with routing rule templates to raise a request with the appropriate CI.

A nice feature to have would be the ability to email customer and linked ticket customers using a single email, much the way you can resolve them now. Additionally having this feature for timeline updates would also be a big usability improvement. So 2 new features requested. Email linked ticket customers and update linked tickets. Thank you

Please add us as interested as well

Sometimes customers respond by email to a closed ticket We then tend to respond manually from the email mailbox. Is there any way to let the system then send an autoresponse to the customer telling them that the ticket is closed, and to please create a new request?

+1

I got the answer from Hornbill that if a clock is stopped it's basically gone and cannot be restarted

In https://admin.hornbill.com/{INSTANCE}/app/com.hornbill.servicemanager/requestsettings/ You can set which fields are displayed in the customer section of a request. Since we work with customers all over the world it would potentially save a lot of embarassment if you could display the customer's local time through adding a setting here and thus prevent phone calls in the middle of the night.

+1 from us

Please add me to this as well