Option to send enable or disable Ticket no response template
kishore matte
Hi Team,
By default, the automated ticket closure response email is being sent for tickets that are in “Waiting for More Information” status once the time limit is reached. While this behavior is expected, we do not want the system to send an auto-closure email in such cases.
Currently, disabling automated emails stops all automated messages, which is not desired. We request the implementation of a feature that allows enabling or disabling specific ticket response templates, so we can choose whether a particular automated message should be sent or not.
Kindly let us know if you need any additional information.
C
Claudine Richardson
Thank you for posting, kishore matte! I have a few more questions for you:
- What specific scenarios or conditions should trigger the disabling of the auto-closure email?
- Are there any other automated messages that you would like to have similar control over?
- How frequently do you encounter situations where the auto-closure email is not desired?
kishore matte
Claudine Richardson Please find the information for your reference
What specific scenarios or conditions should trigger the disabling of the auto-closure email?
-> We have high demanding clients and they don't appreciate the close ticket email as they consider this as "spam". We already have had complaints from Clients. It should therefore be having the ability to disable at process level so that business OPEX can decide whether for that specific process, clients should receive acknowledgements when work items are closed. There are not really scenarios that can be considered, it's just wanted to have the ability to make a decision on this from a process level.
Are there any other automated messages that you would like to have similar control over?
-> Preferably all auto messages to be enabled/disabled at process level.
How frequently do you encounter situations where the auto-closure email is not desired?
-> None of the Clients in our GI business wants to receive this. If the user wants to remind them, the will do so by email and put it to wait or resolve.