Hello!
Have some question:
When customer get message about his ticket is closed and customer have a question or
dissatisfied with the decision, he replying this message and ticket status change to open and customer must receive message about his ticket have change status to NEW.
I have autoreply with type: auto-reply\new ticket and bind him with queu Help Desk. But customer doesn't receive message abouth changed status ticket.
How i can configuring that?
notification to customer when re-opening ticket through a reply by mail message
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reneeb
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Re: notification to customer when re-opening ticket through a reply by mail message
You can define a new ticket notification that is triggered by a TicketStateUpdate event.
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Commercial add ons: http://feature-addons.de