Is it possible to send an email when using canned response?

Zaldy Parian

Hi all,

With canned responses, we can add simple variables in the response; e.g., Reporter, Summary, etc. But adding the Reporter is not the same as tagging the Reporter (using @). As a result there is no email notification generated.

I made sure the in the project Notification settings, the Issue Commented has Reporter and Assignee included in the notifications. But still not email generated.

Is there a workaround to tag Reporter in canned response so that it will generate an email?

 

Thanks for your help.

Dan Breyen

Hi Zaldy, using Canned Responses should be just like sending a regular response, you are just saving some typing and figuring out some things you can preconfigure.

When you 'Reply to Customer' does the Reporter get an email?  This should be exactly the same when using Canned Responses, you shouldn't need to @ the reporter.

If you add the 'Reporter' variable to an Internal Note, the customer wouldn't get an email, but that's standard functionality whether or not you are using Canned Responses.

Maybe I'm misunderstanding the question.  If I am, please let me know.