Hi,
I know this might be a setting issue, but if I am in the admin panel and create a new ticket from the Tickets tab, it will not send the initial response to the customer. I have to save the ticket, then resend the response I had used when first creating the ticket.
Steps in what I am doing:
Click New Ticket
Enter customer's information on popup window to create or search customer - add user
Fill in things needed in the Ticket Information and Options
Enter Response in the Optional response to above issue
No internal notes entered.
Hit Open button to create ticket.
At that point, I would hope it would send an email to the customer with the initial response, but does not.
However at that point once the ticket is opened, if I respond to them at this point, they will get the response, showing my initial response and the new response.
How can I make it so the customer will get the customer will get the initial response?
Thanks
