Hi,
Our helpdesk system is able to send email notification to the requester when a ticket is created but when there’s an update, it will send an email but without the update message.
Can you check please?
Thanks
Hi,
Our helpdesk system is able to send email notification to the requester when a ticket is created but when there’s an update, it will send an email but without the update message.
Can you check please?
Thanks
Hello, @Ndy
If you want to include a new comment that was added in a ticket, please check the trigger responsible for sending notifications to requesters on this. "Execute when" should be set on "Comment has been created" and the body of a message to be sent should contain {{snippet:PublicComments}}
as in a standard trigger "Notification: Requester - Public comment created":
But maybe you want to include other information in the update message?
Thanks for the reply.