Custom Closed Ticket

[salientanimal]

Hi,

I am trying to create a closed ticket notification, however I find that the option under "Admin ->> Notifications (Event) ->> Add Notification" is not fully customisable. Is there any other way of getting this notification to go to a customer?

The reason I dont like this method is because you can't customise the layout fot he e-mail sent. It sends it in a standard font and the look and feel doesn't match any of the the other notifications.

Any suggestions?

[crythias]

Send a reply that closes the ticket.

[salientanimal]

I'm not quite sure what you mean. Can you perhaps elaborate a little.

[crythias]

Send a reply to the customer:
Click an article in the Agent ticket zoom that allows for Reply/Response.
If you don't see a Reply/Response, it is because the article is a system article or responses are not assigned to this queue.
To add a Response to a queue, you will need to have Responses.
This is in the Admin area.
Click Responses.
on the left, click Add Response
Give it a name, for instance:
"Closing ticket custom response 1"
type everything you'd want to type that would satisfy:

customise the layout fot he e-mail sent

Make sure the Validity is valid.
Click Submit

Click Admin
Click (on the left) Responses <-> Queues
Click the new response you just created.
Click checkboxes for each Queue for which you'd like to assign this new response.
Click Submit

Now, this response will show in the "Reply" section at the first part of this post.

[salientanimal]

I am busy setting this up now. And wanted to ask another question. Would a customer be able to reopen to the ticket if it was set to closed if they are not satified by just replying to the response? If so, do I need to adjust any settings, and if I do, what do I need to change?

Thanks.

[crythias]

What happens to a customer reply to a closed ticket is determined per queue, including new ticket and reject.

[salientanimal]

Thanks, everything seems to be working. Can I remove the close button on the menu, thus forcing the user to use the reply function?

[crythias]

Can I remove the close button on the menu, thus forcing the user to use the reply function?

Yes. You can add a group to apply permissions in SysConfig/Edit Config Settings in Ticket -> Frontend::Agent::ModuleRegistration or you can simply uncheck the module in the same location.