How to change ticket Statuses and Send a Note to Ticket Contact(s) Via a Single Email Message

How to change ticket Statuses and Send a Note to Ticket Contact(s) Via a Single Email Message

How to change ticket status to "Complete" and Send a Note to Ticket Contact(s) Via a Single Email Message


To change a ticket status to Complete, simply reply to the ticket notification email (making sure it goes to the support email address) and append the words "is resolved" to the subject. DO NOT remove the ticket number from the subject.

The status will change to “customer or tech requests complete”. It takes four hours for the status to change to Complete.

When you send the email, as always, a ticket note will be sent to the ticket contact(s). It's a good idea to address the customer in this note so they are not confused by receiving a blank ticket note.  This can be as simple as “Thanks for letting us know your issue is resolved. We’ll close the ticket.”


How to change ticket status to "Waiting Customer" and Send a Note to Ticket Contact(s) Via a Single Email Message


Email a ticket note to support@nygeekgirls.com with "waiting customer " in the subject (no quotes). 

Support mailbox redirects it to waiting.NYGG.LOCAL@email.autotask.net. Workflow rule fires (ATES-NYGG13W) which will auto-set status to waiting customer and also send the ticket contact(s) the note. 

When you send the email, as always, a ticket note will be sent to the ticket contact(s). It's a good idea to address the customer in this note so they are not confused by receiving a blank ticket note.  

As always you must have the ticket # in the subject in order for AT to process it correctly. 

           
This is configured via a support email redirection in OWA rules that sends the email to a specific Autotask mailbox. 



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