Miscellaneous Question

K1000 how do you turn off the survey

10/04/2016 2478 views
Our helpdesk is internal, for this reason a survey at the close of a ticket is not necessary.  Looked in virtually all queue settings, does anybody know how to turn this off?  Also I would like to add Comments and Resolution notes to the closing email "EmailOnClose|Send email detail.  Tried $last_comment and $resolution, neither of these worked.  Any suggestions would be greatly appreciated, thank you...JB
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All Answers

You can hide the survey by customizing the fields and layout and setting the survey field to hidden.

The resolution note should be available as $ticket_resolution. When changing the email template click on the help icon and then Configure Email Templates to get a list of the supported variables. If you are using a custom rule to notify the user then the variables will depend on the select statement of the rule.

Answered 10/05/2016 by: chucksteel
Red Belt

  • And make sure that when you edit the "Ticket Closed" email to remove the link to the survey.

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