Hello,
We want to add the comments from the resolution comments ticket field to the resolution email that is sent to the user when a call is resolved,
How can I achieve this please? We are using freshservice, not fresh desk if that makes a difference
Customize the resolution email template in Freshservice's admin settings. Add a placeholder for the resolution comments ticket field. Reach out to Freshservice support for assistance if needed.
+13
Hello,
I have a question , i want to trigger an event if a resolution note is added, how can i do that ?
Thanks in advance :)
Better to start a new post. It’s not the same as this. Not sure if it can be done yet, if you mean the new Resolution tab.
+3
Hello,
I have a question , i want to trigger an event if a resolution note is added, how can i do that ?
Thanks in advance :)
Thank you, believe it or not I already looked here a few times before posting this.
Looking again I can see the resolution comments placeholder.
Thank you!
+13
Thanks for the reply, this is what we currently have, so the placeholder would be {{ticket.resolution_comments}} ?
Hello, You can find all ticket fields under the “placeholder” button to the right above the text field.
I would format the e-mail a bit better but that is me :)
Thanks for the reply, this is what we currently have, so the placeholder would be {{ticket.resolution_comments}} ?
+13
You can use the placeholder for that field in the Agent resolve template.
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