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E-Mail Template Question


#1

When we reassign a ticket to another technician, I would like HelpSpot to send the new technician an e-mail that includes the ticket summary when it is reassigned. I am familiar with creating an automation rule to send an e-mail, but does HelpSpot have a tag that is uses to include the initial ticket summary? I couldn’t seem to discover this information when snooping around. Any advice would be greatly appreciated.


#2

So you need an initial request tag? Right now there’s no tag for that, but I’ll put that down for consideration in a future release. Sounds like a good idea.


#3

Thanks Ian. I appreciate it.


#4

I absolutely stick my hand in the air for this. I’m investigating helpdesk solutions for a small team at work, and Helpspot is top of the list!

A large number of our requests are referred out to external companies. I setup an automation rule to monitor a custom field which indicates which external company is required, and would email them - but then discovered I couldn’t send the original request details through :frowning:


#5

This has made it into the next release so you guys should be all set!


#6

Great! Thanks Ian! Is there a schedule or anything we can refer to regarding releases? I have just about convinced our small IT team that we need to buy HelpSpot! :slight_smile:


#7

Great! We don’t announce release dates, but we are in active development and it should be out in the next few months.