New Ticket Email Template
When a ticket is created, regardless of how (email, manual, etc) , there should be a specific New Ticket email template that is fired off.
If the "Don't Email" checkbox is removed during manual ticket creation, an email is delivered to the client using the ticket comment template which can be very confusing for the end user.
When a ticket is opened, we want our customers to be notified that, in fact, a ticket was JUST opened. We can then write up the New Ticket Email template to cover things like the ticket subject, ticket description, a short description of our responding procedures, our hours etc.
Having a dedicated template for new ticket emails, as well as a way to automatically fire them when a ticket is opened will go a LONG way towards managing customer expectations.
We just shipped what we call “Ticket Autoresponders” – mainly attached to Mailboxes. Check out the KB page here:
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Timothy Gleaves commented
I just want to say that this HAS NOT been completed. Autoresponders have nothing to do with an email being fired off that specifically notifies the customer that a NEW ticket has been opened on their behalf.
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Rob commented
Izak,
That's correct.. the only way a new ticket email is generated is if it is sent in to your support mailbox.
We would still love a new ticket email to be generated when we... you guessed it.. create a new ticket.
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Izak commented
Is this still not solved? When I create a new ticket (not from email) the client gets an email with the subject: "Repair shopr name - Comment made to ticket#XXXX (Meesage ID:XXXX)"
If I create the ticket in the portal I want the client to receive a new Ticket was created email. Not a comment was made email.
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Rob commented
Trying to give this a bump.
There is this feature request that claims this functionality is completed (it's not):
http://feedback.repairshopr.com/forums/165658-general/suggestions/6081631-have-a-new-ticket-emailI also just had the conversation in a support email with Adam where he claims that this functionality exists already through the lead autoresponder. I tested 8 ways from Sunday, it definitely doesn't exist.
Furthermore when I unchecked the "Tickets do not email initial issue by default" my clients receive a "Ticket Update" template email immediately after emailing in a support request. Which is very confusing to them. However, we no longer have to uncheck the "Don't Email" box every time we're manually creating a ticket.
It's frustrating we don't have a proper "New ticket opened" email template.
We're very close to being able to do it with the ticket automation engine (if automation rules were triggerable, not run every hour), or if the leads autoresponder worked the way it's been described to work.
SO close... but.. almost a year later, we still don't have a proper New Ticket Opened email to send out.
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Jason Miller commented
I think this would help our call volume. We get a lot of calls wanting to know what we have done to their computer and we haven't even made it to a bench. Then we have to explain it was just the initial check in email.
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tjank commented
I second this!