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Include resolution text in notification email

Good morning

Please could you tell me how I would have to configure the notifications to the client so that the resolution email includes the resolution text (as a comment) indicated by the technician?

Thank you

1 comment

Jack Community Leader Feb 08, 2019

if the agent is using resolve issue transition action then they should be presented with a comment field that is public. If they are not seeing this you need to change the resolution screen to include the comment. If it is there and they fill in the reason then the customer will see it. If they are adding the resolution into an internal comment and then resolving and not filling in the public comment then the need to change their method. Below is an example of what a one of my resolution screens look like.

resolution.jpg

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