I really would appreciate if there would be a possibility to reply to a ticket automatically and this reply would be visible for my agents AND for my customers inside of the ticket. Actually there is just the possibility to send an email to the requester, but this means the agent and also the customer can’t see the mail when the have a look into their ticket. If you check a ticket and read the conversation you will also miss information that are automatically send. Yes - we as agent can see that there is something send, but the agent don’t know exactly the content of the mail that is send to the customer and the customer itself couldn’t see the activities already.
Checking the case after a while and trying to follow the conversation will be difficult if there are allways holes in the conversation flow, due to automatic replies.
It would be nice to get the possibility to add a public note or a normal reply!
Thanks in advance.
Best regards
Andreas