Merge "Resolution note" into Solved notification?
🏨MSP Question✅ Solved
Hey folks, I didn't want to abuse the privlege @Mikel so I thought I'd see if anyone here had similar thoughts, or if I should move on.
When we mark a ticket as solved, the notification is a bit bare saying "we resolved your ticket".
The Public comment on a ticket should solve it, and we want to both minimise noise to the customer, and minimise the clicks techs do - that's why we we are with Gorelo because it solves both of those "needs".
However, I'm used to being in MSP's where a "solved note" has a quick bit of text for what solved the issue, so customers can see a solved status with "this is how we did it".
It'd be a useful variable if there was a "{lastpublicomment}" variable, that we add to the email template for "solved status" notifications
It could be messy i guess so keep it simple is probably the answer to my own question, solved means solved, it doesn't need that detail, and use public comments
BUT
Has it ever been thought about at Gorelo, or other MSP's here thought about it?
When we mark a ticket as solved, the notification is a bit bare saying "we resolved your ticket".
The Public comment on a ticket should solve it, and we want to both minimise noise to the customer, and minimise the clicks techs do - that's why we we are with Gorelo because it solves both of those "needs".
However, I'm used to being in MSP's where a "solved note" has a quick bit of text for what solved the issue, so customers can see a solved status with "this is how we did it".
It'd be a useful variable if there was a "{lastpublicomment}" variable, that we add to the email template for "solved status" notifications
It could be messy i guess so keep it simple is probably the answer to my own question, solved means solved, it doesn't need that detail, and use public comments
BUT
Has it ever been thought about at Gorelo, or other MSP's here thought about it?
Solution
@deX , @Amaranth Cherry @The Main Marten it seems like I've stirred enough of a conversation that folks are interested in this as an FR which is good, but there's contention on how it shoudl be exectued to. I'm on the fence now, Am I inventing a problem that doesn't exist and it's just a nice to have? That's the read I'm getting on the conversation. The last public comment should be the thing where techs explain what they did. Intentional keep the number of emails clients get minimal, and intentionally "uncomplicate" the process for techs.
I think I'd "resolve this one" as "not really needed but an interesting thought.
If @Mikel chime's in great!
I think I'd "resolve this one" as "not really needed but an interesting thought.
If @Mikel chime's in great!
