Email Customer notification - Add closure reason for closed tickets

[Amelie Ambos]

Hello everybody,

I tried to configure that customers do get a email notification if the ticket will be closed with the closure reason mentioned. (Customer-visible status changed)

The tickets show orders that are either declined, released or released with condition when they are closed. Therefore it would be important for us that the closure reason of the ticket is shown to the customers.

Does anyone know how I can show this in the email notification?

Thank you very much in advance.

Best regards,

Amelie

[Jack Brickey · Accepted solution]

One approach I would consider is to automate a public comment based on Resolution. This of course requires an addon in server but my experience is that most server instances have such a tool. 

[Amelie Ambos]

Hi Jack,

thank you for your idea. That's a good way. We'll look around after that and see how we implement it.

Best regards, Amelie