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#1

We would like specific people to be aware of tickets from SOME customers when those customers open a ticket as well as the subsequent interaction that takes place between our staff and that person. In the past we have CCed the specific people, but this is a step that is easily overlooked.

A trigger would work, BUT there doesn’t seem to be any placeholder command for the current entry to an open ticket.

Am I overlooking this, or is this just not possible?


#2

Hi Brad,

What you’ll want to do is add the history to the notification email template in admin-email templates

This way every notification generated will include the full history.


#3

Hi Ian,

This is not working quite like we want.

If Dick is the one who opened the ticket, he is now getting the full-history. But what I want is for Jane to also get the full history WITHOUT us having to manually add her as a notification.

While the Full History placement code (##FULLPUBLICHISTORY##) works fine in the main email template, that placement code is not an an option and does not work under triggers.

An alternative solution to this problem would be a way to automate adding email carbons to a ticket, but I’m not seeing anything like this as an option.

Thanks for any assistance you help on this matter.

Brad