K1000 Service Desk Emails to End Users... Is there a way to dress them up?
As usual, we're constantly getting feedback about how our helpdesk system is awesome/horrible depending on what end users show up for staff meetings. One of the last things that was brought to our attention was that some end users think all the emails they get from the service desk are automated, and by automated they mean that it doesn't contain any information useful to them. This is a problem because we'll post comments and questions trying to get more information about the problem or help them through it and they're not reading any of it.
My boss just approached me and asked if there's a way we can cut the "fluff" such as field changes out of the emails sent to end users in order to make it less distracting for them. His first request was to have bold red text that would stand out for them. When I told him that probably wasn't going to be possible without pro support, he asked instead that when we comment or post resolution that they only see the text that we've placed in those fields. Any ideas or tips would be greatly appreciated. Thank you!
Community Chosen Answer
You can definately change the verbal in emails that go outbound from the queue section for custom emails. You can then also create and write your own emails based on custom ticket rules. With those ticket rules you can add any information you like from the ticke that you feel would be informative to the end user.
Then there are all the check boxes on Email on Events based on what outbound notification you want.
Making it red might not be doable as we are sendint text based, not html. There is the uservoice forum you can vote on this and then you could put the font a color if you know html.
"he asked instead that when we comment or post resolution that they only see the text that we've placed in those fields. Any ideas or tips would be greatly appreciated. Thank you!"
This could be something you should be able to use the comment check box so when you do make a comment it goes out to everyone with the comment checkbox (submitter, approval, ticket/category cc). If you are familier with ticket rules you could do that instead and would make it more custom.