Staff: New Support Ticket Improvement

[Potato]

Hi,

When a new Support ticket is created,  staff members get notified like it's a ticket update instead of an 'New Ticket has been created' email subject

For example, user creates ticket  email notification gets sent to the staff team with the following as a email subject:

Update to Ticket #5399133 -81sd45-‏

 

An update infers that it's with regards to an existing ticket.... It's not and does seem to throw me off, do you think this is something you can consider implementing please, or if it's already a feature, please advise on where to edit.

 

[Paul]

The same email template "Staff Ticket Updated" is used for both new and updated ticket notifications to staff. It may be possible to put a conditional in the subject and body to indicate whether it's new or updated, but that will depend on whether that information is available to the template.

 

If it's not available to the template, we should probably make it available, and then also update the default, out of the box content for the message to make the distinction.

[Potato]

Sounds good, a new 'Welcome' template would be a useful addition.

I imagine you'd have a potentially large subject and email body copy with the conditionals in place which may become convoluted.

+1 for a separate email altogether.