To enhance communication clarity and reduce inbox clutter, Desk365 allows agents to send a single email when a ticket is replied to, and its status is changed to “Resolved” or “Closed.” This feature is based on the agent’s preference and can be easily configured through the settings.
Step-by-Step Guide
Follow these steps to enable the single email notification feature:
- Navigate to Settings > Productivity > Notifications
- Under the Contact Notifications option, look for the email template that will be sent when a ticket is resolved or closed
- In the email template, find the checkbox labeled “Do not send this notification if Agent clicks on ‘Reply & change to Resolved / Closed’ while replying”
- Check this box to activate the feature. This means that when an agent replies to a ticket and changes its status to “Resolved” or “Closed,” only the reply email will be sent. The email notification indicating that the ticket has been resolved or closed will not be sent
Note
- In cases where the closed/resolved email is not sent and only the reply is sent, it is important for the agents to mention in the reply message that the ticket has been closed/resolved.
- When the ticket closed/resolved notification is active and you choose not to send the closed/resolved notification when the agent clicks on ‘Reply & change to closed/resolved,’ any surveys associated with that closed/resolved event will also not be sent.
Benefits of configuring single email notification for ticket resolution
- Reduced Email Clutter: Contacts will receive fewer emails, resulting in a more organized inbox.
- Agent Flexibility: Agents have the option to streamline their notification process based on their workflow preferences.
By following these steps, agents can easily configure Desk365 to send only the required email when replying to a ticket and changing its status to “Resolved” or “Closed.” This improvement enhances communication efficiency and helps maintain a clutter-free inbox for contacts.
