service manager email functionality

[AndyGilly]

Hi Team 

I have a couple of enhancement proposals/ feedback from the WW team when using email in service manager

1. Can we please be able to add images into emails and snippets that we send out.

2.  when we currently set up a snippet template for an email we cannot add in shortened links like this one Here we have to put the whole https://www.google.com/. It would be great to be able to do this

3. We are not able to reply to the email from the ticket, we have to open up the email in a new tab and then reply to the email. The reply doesn't add the email trail into the ticket nor does the base reply have any formatting. only way we have found to make it add the trail is to BCC it.support. Is there a better process to use

 

appreciate your thoughts

 

thanks

Andy

[Martijn]

1 hour ago, AndyGilly said:

Hi Team 

I have a couple of enhancement proposals/ feedback from the WW team when using email in service manager

1. Can we please be able to add images into emails and snippets that we send out.

2.  when we currently set up a snippet template for an email we cannot add in shortened links like this one Here we have to put the whole https://www.google.com/. It would be great to be able to do this

3. We are not able to reply to the email from the ticket, we have to open up the email in a new tab and then reply to the email. The reply doesn't add the email trail into the ticket nor does the base reply have any formatting. only way we have found to make it add the trail is to BCC it.support. Is there a better process to use

 

appreciate your thoughts

 

thanks

Andy

Hi Any, 

1- Yes you can, we have them hosted on our site, in the email template editor insert an image, enter the url where your image is hosted..
if you use an SVG it is not supported in outlook. 

2- You can add an URL (hit Control + L) the enter the url and ander the display text ie shorturl. 
or type shorturl, then select it, hit control+L, type the url in url field and hit OK

3. is possible but it might be disabled in de service catalog, see if the below button is enabled. 

 

Then from within the Request you click this button, to open the Email editor (which will be attached after sending ) 

Regards, 

Martijn

 

 

[AndyGilly]

Hi @Martijn

apologies it has taken a wile t come back, really appreciate the feedback, I will have a read and see how this can help the team

thanks

Andy