When updating a ticket to 'resolved', the customer receives an email notification 'Ticket Resolved' which includes the text of the last note on the ticket, even if it's a private note.
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Userlevel 4
+12
Hello Kyla,
That shouldn't be the case. Can you please check the email template for resolved notifications under Admin -> Email notifications -> Requester notifications -> Agent resolves a ticket section and see if the placeholder to include the latest interaction is added?
Cheers!
The option for Requester notifications > Agent Solves the Ticket is turned off.
I checked the template anyway, and there's no placeholder in the body of the email where it's including the text from the private note.
Userlevel 4
+12
Kyla,
Do you remember setting up any automation rules that would send emails to the users on resolving a ticket? Perhaps, you can have a look at your Observer rules and see if you have one.
Cheers!
Yes found the culprit in observer rules. Thanks very much.
Userlevel 4
+12
Good to know @Kyla. Browse through our community and stop by the Ask the Community forum if you've a question to ask/ help other community folks.
Cheers!
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