Article overview in ticket close

[rikdejong1993]

Hey.

I've got the following issue:

When i want to close a ticket, an email is sent to the customer whom's ticket is closed. The e-mail is sending so thats OK.
But the thing is, I want to have a summary in that e-mail about what happened in the ticket. So all the interaction between the Agents and the customer.

I've googled a lot about it and think it has to do something with otrs_agent_* , like using with tags in the notification mails.

Any idea's ?

Kind regards,

Rik

[jojo]

Use the reply function to send the customer the info instead of a close note

[rikdejong1993]

Hi jojo,

Thanks for your answer.

I don't quite get your answer tho.
This might sound stupid, but i can't find the ''reply'' button. The only answer i can give is by either adding a note or by closing the ticket.

And how do i specify the summary in the reply?

Sorry for being a noob at this

[jojo]

you have to add at least one response template to the queue. In external articles (like emails) you have a reply dropdown afterwards