How to include ticket details in agent new ticket notification

  • 22 November 2018
  • 2 replies

As per the title, I would like to read/reply to the ticket without having to log in to the web portal. Currently the agent new ticket notification offers no ticket details, only the URL to the portal.


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2 replies

Should clarify that I mean email notifications and email updates.

Badge +7

Not sure I understand what you want, but it is easy to add ticket details in a notification. Go to Admin >>  Helpdesk Productivity >> Email notifications and change the New ticket details. See attached screenprint. 

However, I find the app (I use Android) a much better way to reply to tickets without logging in to web portal.

Hope this helps.