Customizing Service Desk ticket content sent by mail
don't know if this has already been posted or asked but I would like to customize the emails that are sent by the service desk. I have found the page in the configure part where you can edit the text but I am not exactly sure what to put in.
What I am trying to achieve is instead of simply having :
For complete details, see:
I would like to insert the update in the email. I can't tell people to go in the service desk to check the updates. Of course they can if they want to but it would be much better to have the update sent by mail. Can this be easily done ?
I would then also do the same for the ticket closure. Insert the last comment added in the ticket sent inside the closure ticket.