Steven Cotterell Posted April 16, 2019 Share Posted April 16, 2019 Hi, Is there a way that I can enable an email update to a customer when one of our analysts adds a comment to a request? If the customer is logged into the Portal and is looking at the request, they will see any updates we make in the feed, but if they are not, then I cannot see how they are informed that an update has been made. Any ideas please folks? Thanks Steve. Link to comment Share on other sites More sharing options...
HHH Posted April 17, 2019 Share Posted April 17, 2019 Following Link to comment Share on other sites More sharing options...
Steven Boardman Posted April 17, 2019 Share Posted April 17, 2019 @Steven Cotterell thanks for the post. this is not currently possible, however what you can do in the meantime, for any urgent updates you want the customer to see, you can use the Email update action on the request. The ability to email the customer on an agent update is on the short term list of features to add, so hopefully not to long to have to wait. I''ll add you and @HHH to this story and we'll post back here once this is progressing, 1 Link to comment Share on other sites More sharing options...
HHH Posted April 18, 2019 Share Posted April 18, 2019 @Steven Boardman I'll make it a bit difficult for you. Since we handle customers in 8 different languages we would require having translation functionality of this email template depending on customer language 1 Link to comment Share on other sites More sharing options...
Steven Boardman Posted April 18, 2019 Share Posted April 18, 2019 @HHH I have feed this back to the team working on this feature. Link to comment Share on other sites More sharing options...
HHH Posted April 18, 2019 Share Posted April 18, 2019 @Steven Boardman Then I will come back to haunt you requesting translation functionality for all email templates, the same way as forms are now translated. Link to comment Share on other sites More sharing options...
Steven Cotterell Posted April 23, 2019 Author Share Posted April 23, 2019 On 4/17/2019 at 8:27 PM, Steven Boardman said: @Steven Cotterell thanks for the post. this is not currently possible, however what you can do in the meantime, for any urgent updates you want the customer to see, you can use the Email update action on the request. The ability to email the customer on an agent update is on the short term list of features to add, so hopefully not to long to have to wait. I''ll add you and @HHH to this story and we'll post back here once this is progressing, @Steven Boardman, thanks for your reply. Look forward to seeing this delivered. Where can I look to see a list of items that are on the 'roadmap' so, if there are any there that would benefit us, I can add my interest and watch their progress? Link to comment Share on other sites More sharing options...
Steven Boardman Posted April 24, 2019 Share Posted April 24, 2019 @Steven Cotterell you should have access to a 90 day development board on your success portal, and under your My Service Manager service, something like below: 1 Link to comment Share on other sites More sharing options...
Steven Cotterell Posted May 15, 2019 Author Share Posted May 15, 2019 Thanks @Steven Boardman - I will check it out. Link to comment Share on other sites More sharing options...
Neil Smith Posted March 23, 2020 Share Posted March 23, 2020 @Steven Boardman is there any update on this? Is this now possible to set email notifications when comments are added? Thanks, Neil Link to comment Share on other sites More sharing options...
Steven Boardman Posted March 23, 2020 Share Posted March 23, 2020 @Neil Smith it is possible to send emails when Updates are added to a request - you can choose which services, and request types this applies too, and which email template will be used - this is covered here on the wiki https://wiki.hornbill.com/index.php/Update_Action_Item 1 Link to comment Share on other sites More sharing options...
Neil Smith Posted March 24, 2020 Share Posted March 24, 2020 Thanks @Steven Boardman We have enabled the notifications on the Service, and the 'guest.app.requests.notification.emailTemplate.customerTimelineUpdate' is set point at the 'CustomerTimelineUpdateNotification' email template. However when an update is posted on a request within that Service, an email is not being sent. Is there anything further we need to consider in order to get this activated? Many thanks, Neil Link to comment Share on other sites More sharing options...
Steven Boardman Posted March 24, 2020 Share Posted March 24, 2020 @Neil Smith ok two other things to double check 1. The email will only be sent if the update visibility type is Customer 2. Have you set the mailbox these notifications will be sent from guest.app.requests.notification.emailMailbox - You can find this in admin console > apps > Service Manager > SettingsThe shared mailbox to use when sending email notifications from the instance Hope that helps Link to comment Share on other sites More sharing options...
Neil Smith Posted March 25, 2020 Share Posted March 25, 2020 Thanks @Steven Boardman Both settings are configured as expected above. Is there anything else that we can check? Thanks again for your help. Link to comment Share on other sites More sharing options...
Steven Boardman Posted March 25, 2020 Share Posted March 25, 2020 @Neil Smith ah ok, this should be what you need, and if it's not working for you let's see if the support guys have any suggestions, or anything i've missed - @Victor @Deen Link to comment Share on other sites More sharing options...
Victor Posted March 25, 2020 Share Posted March 25, 2020 @Neil Smith is the email being composed but not sent meaning it will be somewhere in Outbox or showing as unsent in Sent Items in the mailbox? How is the request update performed, is it a user that updates the timeline or is it a comment on an existing timeline entry? Is it via the user app or portals? Link to comment Share on other sites More sharing options...
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