Service Desk email response is slow and groups multiple comments
When I make several comments on a ticket within a couple of minutes of each other I notice that sometimes the email does not go out very quickly and when it does multiple comments are on one email. This is a little confusing for the end user because they only look for the top comment.
Is there some sort of delay for comments? Can this be adjusted to send comments right away?
Answers (2)
In my experience, the automated emails are processed every 5 minutes or so. All updates within that timeframe are grouped together into one email. I am not aware of any adjustments outside of a services engagement.
The emails go out every (I believe) 2-3 minutes and this is to prevent an influx of emails when there are multiple updates to a ticket. This is by design. It groups up the changes and sends out one email with the changes made within that timespan.
(I think it was designed this way so if you changed the status of a ticket but then went back to update the comment and change the status back, it sent 1 email with the update rather than 2-3)
