Akeeba Ticket System

Wednesday, 12 October 2022 05:59 CDT

b2z

Hi,

Is there a way to customize email template for closed ticket? This is very important to automatize interaction.

I did not find such a rule in free version. Maybe commercial comes with it?

Thanks.

Wednesday, 12 October 2022 07:40 CDT

nicholas

There is no email sent out when closing a ticket manually. The idea here is that the support staff will post a message explaining why the ticket is being closed.

When a ticket is being closed automatically there is a message posted by the “system” user (user ID 0) which reads something along the lines of “This ticket was closed after X days of inactivity”. This is a language string which can be overridden like all Joomla language strings. The email which is sent is the regular public or private ticket new post notification. It is not a special mail template, the idea being that the message itself explains what happened and that the ticket is closed.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

Wednesday, 12 October 2022 07:47 CDT

b2z

Hi Nick,

Thanks for the reply. I got the idea concerning language string override for closed tickets due to inactivity.

The idea is next:

Since ATS will be used to provide technical support to site members, we'd be glad to send a notification "Please leave a review at Tristpilot, if you are satisfied with support etc etc" for resolved questions. So, if the ticket is closed, then the question is resolved and this message could be a good motivation and it automatizes the process without a need for suport staff member to ask leaving a review each time when the question is resolved.

What do you think is it worth to implement such an email template in further version?

Regards.

Wednesday, 12 October 2022 08:08 CDT

nicholas

For manual ticket closing: use Canned Replies.

For automated ticket closing: override the language string.

Nobody else has requested or had a need for sending an email when closing tickets the last 13 years. As a result I do not see a reason to implement and maintain such a feature.

Nicholas K. Dionysopoulos

Lead Developer and Director

🇬🇷Greek: native 🇬🇧English: excellent 🇫🇷French: basic • 🕐 My time zone is Europe / Athens
Please keep in mind my timezone and cultural differences when reading my replies. Thank you!

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