Email to customer when ticket is updated.

[Mark (ESC)]

Bit of a question frenzy this week, but this is my last question for now.

We send an email when the customer raises a ticket, and send an email once the ticket is resolved.

However we are not sending update during the progress of the ticket.

To do this am I going into the Business Processes to add a node, or is this done somewhere else?

[Steve Giller]

@Mark (ESC)
This can be found on the Configuration Page for your Service.

[Mark (ESC)]

@Steve Giller As always, thanks.

Enabling this will send updates, but which email template does this relate to, can I create a template and choose that?

[Adrian Simpkins]

Hi Mark,

The setting showing the template that is sent is under Hornbill Service manager / Settings: guest.app.requests.notification.emailTemplate.customerTimelineUpdate

I think there is a default template from Hornbill that is used, but we have inserted our own version here

 

Many thanks

Adrian

[Steve Giller]

@Mark (ESC) The details you need should be on the wiki page for the Update Action Item

 

[Mark (ESC)]

@Steve Giller @Adrian Simpkins

Thanks for the information and the links.

Have set guest.app.requests.notification.emailTemplate.customerTimelineUpdate to the correct template, and set email updated on in theConfiguration Page for my Service.

Sadly no emails on updates are being generated ?

Apologies, any ideas?

 

[Steve Giller]

@Mark (ESC) I just need to check how you're testing this?

Bear in mind that the system is "aware" and will not send an update to a Customer who already knows it's happened; for example (but not limited to) when the Customer is also the Owner, the Customer made the update, or the Customer has the Request open in another tab/window - all common scenarios for testing.

[Mark (ESC)]

@Steve Giller  

Have a "portaltestuser" account which is a basic account, not SSO.

Using this to raise the ticket via the Employee Portal, and then I 'Mark Purvis' accepted the ticket from the Self Service queue.

email for - ICT Service Desk - New Call Logged, Reference IN00009034 - that works

email for - ICT Service Desk - Call Resolved, Reference IN00009034 - that works

But updates in-between generating no emails, even though portaltestuser is not logged in and is not part of the helpdesk to update.

[Deen]

@Mark (ESC) One other thing to check is the visibility level of the timeline update.  If the updates are defaulting to 'Team' they will not trigger an email notification.  They need to be set to 'Customer'.