SOLVED Mail to customer for ticket resolved
Hi everyone, is it possible to create a reply email to the customer when the agent resolves the ticket? I can't find the "ticket resolved" event. I tried to create a workflow with event "Ticket - Agente Update" no conditions and action with mail to customer.
yes, you can send a notification to client when you update status of ticket.
Exp: When a ticket got resolved agent can change ticket status to resolved and can create a workflow for the same for status update and send email to customer with ticket status.
@mxdevito you can create an email when a ticket is resolved.
Be sure to use the latest UVdesk version because some bug related to this can be now resolved in the latest version so, if you are using an older version you can have issues.
If the workflow will be not correct the customer will never get the email.
Also try to test if the email is send if the status of the ticket is changed by the operator without a reply.
I tested the following scenario and is working:
The operator reply to the ticket and as status select "replied".
The workflow tested send an email to customer if the ticket status is set to resolved.
After the ticket reply and the status set on "replied" change the status to resolved without made any reply. An email should be sent to the customer.
If this works, maybe the workflow is set correctly.
Now you may want have the email sent also if the operator reply to the ticket and set the status directly to resolved, I never tested if this works.
Let us know if you find any issue.