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Update & close feature not recording sent email


#1

Hello,

does anyone have the problem that if you receive a simple inquiry from a customer, and you take the ticket, place a quick response, and do a update & close with a status of problem and resolved, the email that you sent is not stored in the ticket history? I check the history and it just shows from open to closed status with the email of the customer.


#2

The note should be in the history. The only exception is if you provide no note, then the request will close with only that log item.


#3

Does this always happen or just on some requests? Does the email get sent properly to the customer?


#4

We have noticed that when we click Update and Close and we have typed text in the editor the email is not sent or recorded.


#5

There’s no known issues with that. This is obviously a very old thread you’re updating here.

Are you on a trial or did this start on your purchased license? Has anything changed with your installation?