When you create a trigger to send an email to the customer that for instance the ticket is closed etc these mails are not shown in the tickets thread.
In my opinion all communication with a customer should be placed in a ticket. This for reference for other agents and to see and check these messages are sent in the right manner.
Can it be arranged that these mails are inserted in the ticket?
And if not, can it be arranged that there is a possibility to create a private note in the ticket that you can fill in with text?
I know you can create and insert tags for this but this is not what we want
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