Hello,
We faced an issue with creating tickets.
When we create a new ticket and send it to a client, client do not receive our message, they only receive notification that ticket has been created, but not our text. We can not reach out our customers properly.
When I worked in another company, we did not have such issue.
Tried to reach out our Sales manager, but no reply for about 2 months, also tried Live-chat and no results too.
Please help us to solve this issue.
Kind Regards,
Tamirlan
Hi Tim,
This sounds like either the trigger that is sent to the customer doesn't have the {{ticket.comments_formatted}} placeholder in it
OR - you haven't made a public comment on the ticket yet.
My team is having the same issue.
We create a new ticket, send to the client, and they do not receive our initial email. It is only after we reply again to the thread that they receive the email and only then can they see the thread with out initial email.
Comments are set to public.
What are we missing?
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
You'll want to check your triggers you have set up in your account by using the instructions here: Managing triggers
There should be a Notify requester of received request trigger that was either disabled or deleted completely.
If this trigger is disabled, you'll want to set up a new Notify requester of new proactive ticket which should accomplish what you're looking for.
I hope this helps!