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Confirmation to Customer of update by Email


Frank Reay
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In the service admin, you need to specify email template. Look for Email Template in the service config. It can be specified separately for incidents and service requests

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I presume you mean this:

image.png.21cc98afa839e6517848f823ebcb27af.png

but that sets the default template for an Email Update when undertaken by the Agent. It is not the same as the auto response sent by the system to a Customer confirming to them that their incoming mail has successfully updated the Request.

Or do you mean somewhere else?

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