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Content of Ticket

Related products:Freshdesk
  • September 2, 2016
  • 1 reply
  • 6 views
A
Apprentice

Dear Team,


Request your support in managing the content of the ticket.


In the current scenario while assigning a ticket to the agent we only mention

"Dear XYZ,

Ticket is assigned to XYZ.

Your ticket ID is: https://imtechsupport.freshdesk.com/helpdesk/tickets/xxxxxx

Thanks"


But we also want to add another content in the message.


"Dear XYZ,

Ticket is assigned to XYZ.

Your ticket ID is: https://imtechsupport.freshdesk.com/helpdesk/tickets/xxxxxx

SLA For ticket is NN Hours

Thanks"


Please Note : The value of <NN Hours>,  should be dynamically populated from the SLA policy defined in the ticket type.


Request your support in adding this content.


Regards

Ankur Grover

1 reply

J
Contributor

Ankur,


You can add the following line in the notification to inform the agent about when the ticket is due:


"The ticket is due by {{ticket.due_by_hrs}}."


Displaying NN hours might not be the best way to go as agent will have to recompute (that too in business hours) how much time he has remaining depending on when they see the email. Hope this helps!





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