Hi, currently we have step up canned responses to enable our Agents to send out a quick survey link when closing tickets. We would prefer this email to go out automatically once the status has been changed to “Closed” instead on relying on the Agents to select the correct canned response.
Any ideas on how we can achieve this?
Regards
Tony
There is no way to do this via the UI. You would have to edit the core files to add a new alert to the system and then create a template, and add the template to that. I do not think that this is easily achieved as I looked into doing this for someone else on back on 1.9 and deemed it too difficult to accomplish with my limited PHP coding experience.
