Feature req: Email notificaiton to Requester on new NOTE(s)?
I know you can set notes to be Public or Private, but is there a way to configure email notifications to inform the Requester a new note has been added to their ticket? I was under the impression the, "
Acknowledge Requester by Email when the request is updated", but this does not appear to be the case. This "Updated" email only applies to when the request is edited. The addition of notes does not count as an "update".
I'm thinking a feature request to "Acknowledge Requester by Email when public notes are added to the request" is something I'd be interested in. One problem we have with our userbase is that they are constantly calling into our Helpdesk to "Receive the latest status". Our Helpdesk has to open their ticket and read the latest updates notes back to them (assuming, they can't be bothered to use the self-service portal) If the application to email notify the Requester when new notes (updates) are added to their request, it would save a lot of calls to our Helpdesk. I could see needing two different kind of notification options:
1. Similar to the exist, "has been updated" email notification offering only URL
2. Sending exact notes in email to Requester like (E-mail the technician for notes addition) feature.
I suppose, if in addition to the "E-mail the technician for notes addition" you would add a, "E-mail the Requester for notes addition", that would be an adequate solution. The issue I see with both these notes notifications is that the template does not appear to be customizable for the "Technician notification". I see nothing in the Notification Rules which allows me to customize the email the techs receive. I would like to be able to do this, as well as, customize the note update(s) the Requesters receive.
I'm thinking a feature request to "Acknowledge Requester by Email when public notes are added to the request" is something I'd be interested in. One problem we have with our userbase is that they are constantly calling into our Helpdesk to "Receive the latest status". Our Helpdesk has to open their ticket and read the latest updates notes back to them (assuming, they can't be bothered to use the self-service portal) If the application to email notify the Requester when new notes (updates) are added to their request, it would save a lot of calls to our Helpdesk. I could see needing two different kind of notification options:
1. Similar to the exist, "has been updated" email notification offering only URL
2. Sending exact notes in email to Requester like (E-mail the technician for notes addition) feature.
I suppose, if in addition to the "E-mail the technician for notes addition" you would add a, "E-mail the Requester for notes addition", that would be an adequate solution. The issue I see with both these notes notifications is that the template does not appear to be customizable for the "Technician notification". I see nothing in the Notification Rules which allows me to customize the email the techs receive. I would like to be able to do this, as well as, customize the note update(s) the Requesters receive.