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Best Practices Question


How to have the ticket information included after selecting the submitters email and creating a draft?

04/22/2016 1016 views
Hello,
I am wondering if there is a way to have the ticket number and the body info of the ticket included in a draft after clicking the submitters email address in a ticket.

For example.  I am in TICK:55226. The submitter asked a question and I want to respond with an answer.  I click on the submitters email.  I want the draft to automatically include at least the ticket number or the users question (Comments or History) of the ticket.  Is there a different method of doing this or can this even be configured?

Thanks!

-Allan
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Allan,

I believe I understand what you're asking: When selecting the Submitter's email inside a ticket you want the email to open pre-populated. Aside from changing your default email program through your OS, which would only change what program the email would open in, I don't believe you can add/edit anything else. 

It is a built in feature of your OS/browser that supports simple application commands (like send email to: ), just like hyper links can send you to a specific webpage, but the hyper link itself doesn't control which browser it shows in nor can it do other things like create a bookmark, set your homepage, etc... 

Your question is a good suggestion in something that would be a great feature. 
Answered 04/25/2016 by: MAXintosh
Senior Purple Belt

 
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