Email connector / alert server messages

[nattivillin]

When customers receive messages about tickets created and tickets closed, it is severely lacking in information.

It basically says "ticket xxx-xxx opened, and ticket xxx-xxx closed.

How do we get it to send something useful like who created the ticket, the ticket details, resolution, charges,etc?

[Support Team]

When it comes to emails sent to customers you actually have all options.

Both the Email Connector and the Alerts Server use Email Templates to send those email alerts. You can customize these templates to better reflect your needs.

You can learn about Email Templates here, about configuring the Alerts to Customers (and selecting the template to use) here. Besides, when you run ServerConfig go to the Email Connector tab and select the Email Template to be used when the customer gets an auto-response email to new Ticket created based on their email message.

Thanks,
Sheli