Implemented
Priority of a Ticket Should be Included in all E-mail sent to Agents
Mike Cartwright
said
over 3 years ago
Thanks for bringing this up, Anish. If it isn't already an option, I hope this function gets added soon.
Aravind Sundararajan
said
over 3 years ago
Hello Anish,
Thanks for posting this on our forums. We have an option to customise the automated emails that get triggered to the agents . You can include the placeholder {{ticket.priority}} with a custom text to indicate the priority of the ticket in the email. You can customise the templates under Admin -> Email notifications -> Agent notifications section.
Cheers!
@Aravid S - That worked! Thanks a lot.
Cheers!
Aravind Sundararajan
said
over 3 years ago
Good to know,Anish :)
We also have a repository of FAQ's available on the support portal : https://support.freshdesk.com/support/solutions/folders/7
Give this a spin and let us know if this helps :)
Cheers!
Anish Xavier
When a new note is added to agent(s) or when a ticket is assigned to an agent, then the current priority of the ticket should be sent inside the e-mail, similar to how you include Ticket URL, Subject and Requester for a Note Added e-mail. Have another line that says, "Priority: <current ticket's priority>". If possible, please have the same colour assigned to that priority. This way, agents can put rules based on the priority of a ticket and will be easy for them to manage.