Customer e-mail notifications - show all comments

[Jens Krøyer]

Hi experts :-)

We use Service Desk, and our customers receives the standard e-mail notification, when we reply back to them.

The problem is, that is only the message we write they see, not the entire communication string we have going on in Service desk.

This means, that many customers do not know what we are talking about, and even though they can click on a link to see the Service Desk issue in full form, many of them don't do that.

Is it possible to all the entire communication string in the e-mails going to the customers on a specific Service Desk case? Just like ZenDesk does it. It would make our lives sooooo much easier.

Cheers,

Jens  

[Jack Brickey · Accepted solution]

Hi @Jens Krøyer , there is an open suggestion (JSDCLOUD-2044 )that is under consideration to provide a full threaded comment response. Currently, for one project I have this same requirement and I have to leverage a third-party app to achieve this. Are use JETI and you can also consider JEMH or other 3rd-part email handler.

[Jens Krøyer]

Thanks @Jack Brickey 

WOW, the issue you relate to was created in 2015...... so we may see this actually happen 7 years after first request. Impressive :-/

Anyway, again thanks for replying, and we are not going to use any 3rd-party solutions for this. We need to wait.

Cheers,

Jens

[Jack Brickey]

Yep...frustrating that it has not been addressed. 😕