E-mail update to assigned staff member and user when ticket is closed without reply
5
votes
Michael Hiatt
shared this idea
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David Boone commented
This was the suggestion I was looking to make. I have customers that close their tickets and we do not know why. I would like the ticket owner to get an email notification when the ticket is closed by the customer and it would be nice to also request/require a comment with the closing so we have a reason - also to be sure it was not closed by mistake. Thanks.
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Michael Hiatt commented
A ticket should never silently close. If the ticket is closed by a human or autoclosed by Hesk, a final email should be sent to both letting them know the ticket closed.