Ticket Response Emails

zachzach

Hello- If we Open a new ticket and fill out the Issue Summary and a Response to the user on the initial screen, the user never receives the Response as an email.

If we create the ticket with an issue summary, and then go into to ticket and post a Response, they do get it.

Is there a setting somewhere that may be causing this behavior? I suspect it may be related to ticket creation notices, but I am not sure what I am missing.

Thank you!

KevinTheJedi

zachzach

It sounds like when creating the Ticket you are actually filling out the Issue Details field and not the Response field. The Issue Details field is for the "initial message" from the user. If you want to add an actual Agent Reply when creating the Ticket then you must fill out the Response field instead of the Issue Details field.

Cheers.

zachzach

Unfortunately that isn't the case- we are definitely filling out the Response field. (as well as the Issue Summary and Details, but with other information)

KevinTheJedi

zachzach

Then it sounds like maybe the outgoing email is using is not setup to send out mail successfully? Make sure the Department(s) these Tickets are going to have an outgoing email and auto response email set to a system email that’s responsible for sending replies. When you create a Ticket as an Agent there is no way to set the from address like you can when you reply normally. So this means the Department the Ticket goes to must have an appropriate outgoing email and auto response email set. If it’s set to system defaults make sure the system’s defaults are set accordingly.

Cheers.

KevinTheJedi

merridale-sam You’re right, it’s too early here for me to be looking at code lol if you look at the code it’s setup to create the ticket then post the reply which sends the reply separately but it’s not.

zachzach The new ticket auto response contains the response. So this must be enabled like merridale-sam showed above.

merridale-sam

From my understand, you have a global setting for New Ticket by Agent, if you look at the New Ticket Notice Template this is what is sent to the customer. You can modify this with the %{response}, however when adding the variable OSticket seems to complain so not sure if it 100% works but worth testing

KevinTheJedi

merridale-sam

They are talking about the actual Reply, not the alert. So this wouldn’t be relevant.

Cheers.

merridale-sam

KevinTheJedi

So when an agent creates a ticket the Alert is sent but should be followed with another email with the response? Is this correct is so I'll follow as I may have the same issue occurring.