Closing a ticket without sending email

[Guest gregmarcroftorc]

We are having issues with certain things based on how we used to work using Supportworks and I was hoping this could be looked in to.

On our business process, an automated email is sent when we log a new ticket. We can then go in to the ticket number in the request list and if we want to send an update email we are able to amend the "sent from" section and who we send the email to. However, on closures we have 2 issues:

Firstly, at the moment we have to send an email to the customer regardless of whether or not we want to. Is it possible to add an option that says something like "close ticket without sending email"?

Secondly, some of our clients require us to cc them in on emails. Again, when closing we do not have an option to cc them in to the email when we close the ticket.

If you need any more info or screenshots then I can do that no problem.

Thanks

Greg

[James Ainsworth]

Hi Greg,

Thanks for your post.  The sending of an automated email on the closure of a request will most likely be something that has been set up in your workflow.  This is not something that we do by default.  Check the BPM workflow that is being used for your requests and look for an automated task that has been added to send these emails.

On the email action within a request there is an option for adding CC and BCC recipients.  This is on the top right next to the attachment option.

I hope this helps.

Regards,

James

[James Ainsworth]

Hi Greg,

Reading your post again, are you looking for a condition statement in your BPM to give you an option in the front-end whether you send the email or not?  If this is the case I don't believe there is an option for this.  If emails on closure are not mandatory you could consider using the email snippets.  You can create a snippet called ''Closure Email'' that you share with your team.  This can then be sent when it is appropriate.  As this is being done from the client, you can then also use the CC/BCC options.

Regards,

James

[Guest gregmarcroftorc]

Hi James,

Thanks for your response.

Yeah, when we reply with a normal email (using the envelope icon) we seem to be able to use the cc function that you showed. But it would be useful for us to have this option when we close a ticket too.

For example, we may have a request where someone emails in and asks us to action something, but they also cc in someone else as something futher needs to be done once we have completed our action. We may be able to deal with our side of the query straight away so would like to close the ticket with a closure email, but we would also want to cc the person who was originally cc'd in to the email as they may need to do something further.

As for your other point, yes we would like to be able to have the option of not sending an email every time we close a ticket. The way our BP works is that in the vast majority of cases, we want to send a closure email so that is why it has been set up that way in the BPM, but this is not the case 100% of the time. 

Are both of these things something that could be looked at as changed for future by Hornbill?

Thanks

Greg

 

 

[James Ainsworth]

Hi Greg,

We do our best to look at and consider all suggestions from our customers.  We can't always accommodate every request and where we don't provide a new feature we do our best to find alternative ways of working to get the desired result.

I will have to think about how we can manage the CC options.  The challenge is trying to use a CC recipient from a previous email as part of a a closure email as during in the life of a request you many get several emails with a CC but only one of them may need to be CC'd in the closure of the request.

The logic with a BPM workflow does allow for conditional statements so if you have set scenarios where you don't want closure emails sent, such as First Time Fix, it is currently possible to add a condition to not send automated emails.  We are planning some more enhancements for First Time Fix configuration which may also help.  These same conditions can be used to prevent a Logged Request confirmation under certain conditions.  You may even be able to create a custom field on a request that lets you check an option for suppressing the email if selected, provided it is selected before it reaches the Send Email in the BPM.

Regards,

James

[Ralf Peters]

+1 from me

We often have the need to send an attachement  when we resolve the call. So at the moment  the user gets 2 email , one "manual" email  with the attachment and another from the BPM process informing that  his ticket has been resolved .

 

Thanks

Ralf

 

[Everton1878]

I'd like this too, I thought that maybe setting the resolution to team or owner would do that but it only affects the timeline visibility

It would be good to have the option to resolve/close the call without sending an email

[James Ainsworth]

18 hours ago, Ralf Peters said:

We often have the need to send an attachement  when we resolve the call

Ralf, We do actually have something in our backlog for this.  The idea being that on the resolution tab you could select one or more attachments along with the resolution details and the automated email would include the attachments.  

[Tina.Lapere]

I agree that it would be useful to NOT sent a resolution email (which we have built into the the BPM) - it may be that the analyst has already spoken to the Customer and explained in non technical terms the fix but in the resolution they put the technical details which won't make any sence to the customer.  Also for simple password resets where we reset it/unlock it over the phone with the customer there is no need for a resolution email.

Thanks

Tina

[Ralf Peters]

Hi James,

that will work for us !

Thanks

Ralf