Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Reply with the resolution and original message when Resolving a ticket.

Is there a way to show the original message on the reply email when resolving a ticket by default?  We have employees who send multiple tickets a day and they forget or they do not know what we are resolving.  Sometimes the tickets are something we will work on for a few days as they are not "High Priority" fixes.  We would like to give them some reminders by submitting their first description of the issue instead of the ticket name (usually not descriptive) to help them jog their memory when they see we resolved one of their tickets.

1 answer

1 accepted

0 votes
Answer accepted

@Dwyn Miller

 

Yes, this is possible to do. To configure, try doing the following:

  1. Navigate to your Project settings > customer notifications.
  2. Click on Edit next to the Request Resolved notification. 
  3. Use the Insert Variable button to insert the description,  and then format the email how you'd like!

    Screen Shot 2021-02-01 at 4.31.44 PM.png
  4. Be sure to save the notification after you've set it up how you like!

Thank you very much!

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you