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2020-2Q: Ability to Email Customer from a Maintenance Ticket

A new feature has been added to enhance the functionality of maintenance tickets.

Operators are now able to send emails and attachments directly to customers from the maintenance ticket page. This is useful when an Operator would like to send a link to customers enabling them to rate the service received or if a customer would like to escalate an issue.  

To make use of this feature:


    1. Hover over "Settings"
        Click    => Modify WISP

        Set up the “footer_email_customer” under “Operator Emails / SMS. 

Fig 1 Footer Fig 1 Footer Email Template


    2. Ensure that the user right under customers “mass email” is selected
Fig 2 User Right Customers Mass Mail

     3. The ticket details will be taken from the ticket Issue Number and the Problem Title, Fig 3, and will be pre-populated in the “E-mail Customer” section, Fig 4.
        
        You are able to type a message to the customer and an attachment if you wish.

Fig 3 Ticket Details to be pre-populated



Fig 4 Email Customer Maintenance Ticket Message

Useful link to [relevant wiki document] (remove section if not applicable):


Published Date: [20-July-2020]



Contact Azotel Support:
Need more help? Save time by creating a maintenance ticket to Azotel through your instance. 

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