One feature that I like is the ability to create tickets on behalf of a customer, often reported on a phone/zoom call or slack channel. However, I find the standard “ticket created” email notification to not serve very well for this purpose. I really want to say something like:
Hi {{ticket.requester.name}},
{{ticket.agent}} has created a new support ticket on your behalf: {{ticket.subject}}
{{ticket.description}}
…
In my view, this is a very different sort of notification that a simple “yeah, we got your inbound email and created a ticket for you and we’ll respond soon.”
Further, the “first response” doesn’t quite make as much sense in the context of a ticket-that-was-created-on-your-behalf in my view because we’ve already acknowledged the issue in the form of the ticket creation.
