You can set up how emails that are sent through SupportTrio to operators as well as public users through modifying email confirmations. If an email confirmations is listed as "Admin" then it is sent to operators. If an email confirmation is set up as "Public" then it is sent to public users (ie the customer that is submitting a trouble ticket). To set up email confirmations go to:
Departments -> Email Confirmations
Email Confirmations are set up through departments. This means that modifying email confirmations for one department will not effect email confirmations for all other departments. Find the department you want to modify email confirmations for and select Go. You can now alter the text that is used in these email confirmations as well as any personalization tags in it. For example, replies to ticket updated notifications contain a personalization tag for last post. This allows your public users to see how you responded to their ticket without having to login to the help desk. A list of personalization tags that you can use in your email confirmations can be found here:
%TICKETID% Ticket ID
%EMAIL% Email address
%LASTPOST% Inserts last message posted
%LASTPOST:5% Inserts last 5 messages posted (works with any number)
%TICKETLINK% Link to view ticket
%CLOSETICKETLINK% Link to close a ticket
%STATUS% Current status of ticket
%SUBJECT% Last subject of ticket
%DATE% Current Date
%TIME% Current Time
%CLIENT-EMAIL% Email address of person who opened ticket
%CLIENT-USERNAME% Username of person who opened ticket
%CLIENT-IP% IP address of person who opened ticket
%LAST-IP% IP address of last poster
%OPEN-DATE% Date that ticket was opened
%OPEN-TIME% Time that ticket was opened
%DURATION% Duration from when ticket was opened till the current email confirmation is being sent out
%PRIORITY% Priority of ticket
%POSTS-COUNT% Number of posts in the ticket
%DESK% Name of desk that the ticket was submitted under
%RELATEDKB% Lists links to a 4 closest matches to a last post out of KB
%DEPARTMENT% Department Name
%ATTACHMENTS% Link to download attachments
%EXTRA-INFO% Extra Ticket Info (Custom Fields)
So to display the last post you would use the personalization tag for last posts which is %LASTPOST%. If you want to modify this to show the last 5 posts you would change this to %LASTPOST:5%. That works with any numbers so changing the number you use here would allow you to display however many posts you want to in your ticket.
If you do not want an email confirmation to be sent you can type in NONE in the subject line and that particular email confirmation will not be sent. For example, if you type in NONE in the subject line for
then no emails will be sent to your public users (ie. person submitting a trouble ticket) every time one of their tickets is closed. If you type in None in the subject line for:
then no email operators will not have the option of having emails sent to them every time a ticket is closed. Notice that we said option. Operators can still disable notifications from being sent to them even if NONE is not entered in the subject line. To do this the operators would go to:
