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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.

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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!

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