Ability to send closing acknowledgement email when a ticket is resolved
H
Hakim Chulan
Current behaviour: When a client sends an email that creates a work item in Enate, the system automatically sends an acknowledgement email to confirm receipt. However, there is currently no option to automatically send a closing acknowledgement when the ticket has been completed. Expected behaviour: Provide the ability to configure an automatic closing acknowledgement email that is sent to the client when the work item or ticket is resolved. Impact: Sending a closing acknowledgement would help keep clients informed that their request has been completed, reduce follow-up emails requesting status updates, and provide a clear confirmation that the issue has been resolved.
Kamal Saran
Hakim Chulan: While the team reviews the automatic resolution email, I recommend using the canned text feature.
https://docs.enate.net/enate-help/builder/builder-2021.1/email-template-configuration/canned-response-configuration-in-builder#canned-responses-in-work-manager
This lets you configure different resolution email templates for each ticket type, so the service agent selects the right one when resolving a work item. In addition, using the “Send and Resolve” feature can help save a few clicks.
My recommendations:
- Customise canned text for ticket resolution.
- Have the service agent select a canned text and click “Send and Resolve.”
This approach still allows the end user to edit the canned text before sending the email, if required.
C
Claudine Richardson
Hi Hakim Chulan,
Thank you for taking the time to share this request — it’s really helpful. I can see how an automatic closing acknowledgement when a work item/ticket is resolved would keep clients informed and help reduce follow-up status emails.
We’ll review this with the team and look into what options we have for supporting a configurable “closure” email alongside the existing receipt acknowledgement. If we need any additional details or clarification, we’ll be sure to reach out.
Warm regards,
Claudine