It appears that the default setting is to notify end users their ticket was resolved or closed. However, this end user is not told what resolution was to their ticket. Unless I am missing something, why would you not tell the end user what you did to resolve their ticket? Currently it is impossible to add a resolution note, unless you manually type it out. We process tickets that have a standard resolution, our previous system we are converting from automates all of this, we just need to choose a specific item. It adds the pre-created resolution and resolves the ticket.
End users right now, just get an email that says
Your ticket - ticket subject - has been closed.
We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reply to this email.
If this ticket was opened two weeks ago, I would have no idea what it was about. This seems like a failure on a basic feature.
