Documentation forWeb Help Desk

Define the ticket details in client email

Define the amount of ticket details that are included in all outgoing client emails. These details include recipients, client and ticket information, and ticket notes.

Format client emails with ticket details

  1. Click Setup > Email > Options.
  2. Scroll down to the Outgoing Mail section and locate Client E-mail Layout.
  3. Select the checkbox to configure single-note emails sent to clients with a section listing all email recipients. Otherwise, leave this checkbox unchecked.

  4. Under Full Ticket E-mail, select Detailed.

  5. Select the Recipient, Client Info, Ticket Info, and Notes drop-down menu and select the display order that these items appear in the client emails.

  6. Click the Note Limit drop-down menu and select the maximum number of tickets to include in a client email.

  7. Select the checkbox to display the tech email addresses in the email Web Help Desk sends to clients. Otherwise, leave this checkbox unchecked to display the recipient names without email addresses.

  8. Click Save.

Format client emails without ticket details

  1. Click Setup > Email > Options.
  2. Scroll down to the Outgoing Mail section and locate Client E-mail Layout.
  3. Select the checkbox to configure single-note emails sent to clients with a section listing all email recipients. Otherwise, leave this checkbox unchecked.

  4. Under Full Ticket E-mail, select Simple.

  5. Click the Note Limit drop-down menu and select the maximum number of tickets to include in a client email.

  6. Select this checkbox to display the tech email addresses in the email Web Help Desk sends to clients. Otherwise, leave this checkbox unchecked to display the recipient names without email addresses.

  7. Click Save.