Addition to Requester Notifications
Hi Everyone,
One option I was wondering if we could add / change would be the emailing of the requester. Right now as it stands when you change a helpdesk ticket anytime (changing the category, technician, time due, etc) the requester will get notification. That's fine in some cases, but it can also be a bit overkill.
There's an option when you add notes to the ticket to email the technician who it's assigned to. This is a handy feature if multiple technicians are working on the ticket, but it can also be a bit redundant because if I'm the only one working on it, I don't need to email myself about it. But yet there's no option to email the requester when the notes are added. Sure you can make them visible to them, but they won't know unless they actively check.
I'm not sure if I'm explaining this clearly but I think it would be a handy feature to have another box that says "Email requester for notes addition". If there's a way to do that I haven't seen it yet. Thanks for the great product!
Eric
One option I was wondering if we could add / change would be the emailing of the requester. Right now as it stands when you change a helpdesk ticket anytime (changing the category, technician, time due, etc) the requester will get notification. That's fine in some cases, but it can also be a bit overkill.
There's an option when you add notes to the ticket to email the technician who it's assigned to. This is a handy feature if multiple technicians are working on the ticket, but it can also be a bit redundant because if I'm the only one working on it, I don't need to email myself about it. But yet there's no option to email the requester when the notes are added. Sure you can make them visible to them, but they won't know unless they actively check.
I'm not sure if I'm explaining this clearly but I think it would be a handy feature to have another box that says "Email requester for notes addition". If there's a way to do that I haven't seen it yet. Thanks for the great product!
Eric