The initial email sent when a new ticket is created doesn't make sense
When I create new tickets, my customers always get an email along the lines "#companyname - Comment made to Ticket #4475 (message id: ######)". The body of the email says "You have an update from #companyname for your ticket 4475". When customers see this for the 1st time, they always ask "what's that".
I suggest changing the initial email sent to something like "Hello #user, a new ticket has been created for/by you by #company_name". This will make more sense to the majority of the end users.
Serge Ratakhin
shared this idea
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Ben
commented
I highly agree that there is a need for a separate notification in the first initial ticket email. We are getting calls about the ticket updates that aren't done yet as more and more people have emails on their smartphones and checking for updates. Also, will show more professionalism with specific emails because it will show that we care about their ticket and the steps/phases through resolving their ticket. If it was a generic response, for simplicity, an email notification saying hey, we updated your ticket and no details, they will either call us to find out or delete the email because it really didn't tell them anything and wasted their time. Time is only spent once and never gotten back.
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dave.greene
commented
Separate template for first ticket comment is needed for sure.
Would be great to include a link to terms and conditions, etc., for the first email only, not subsequent ones.
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Ryan (CTO, Pinellas Computers)
commented
+1 for separate template for first ticket comment!