“Reply and close” does not trigger the ticket closure notification

  • Resolved diegoparoni

    (@diegoparoni)


    8 months ago

    Your plugin is fantastic.
    I found a small error: the notification to the customer in case of closure of the ticket (change of status equal to closed) starts only if the agent clicks “Close” or if the status changes to “Closed”, but does not start if the agent send a reply by choosing “Reply and close”.
    In this case, the final status is “Closed” but the ticket closure notification has not been sent…

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Milind Ighe

    (@miliighe)

    Hello Diego,

    Thanks for the words of appreciation.

    Please go to Support > Email Notifications > Ticket Notifications > Reply Ticket > Edit > Check if you have set any condition > If yes then please remove that condition > Save the changes.

    Now check the issue and let us know.

    Thank you.

    Thread Starter diegoparoni

    (@diegoparoni)

    I checked, but there is no condition set in:
    Support > Email Notifications > Ticket Notifications > Reply Ticket > Edit

    Plugin Support Milind Ighe

    (@miliighe)

    Hello Diego,

    Please create a ticket on our support portal for further debugging.

    Thank you.

    Plugin Support Milind Ighe

    (@miliighe)

    Hello,

    We have updated the documentation, where you can set up the Close notification for the event “Reply and Close”. Please visit this link for documentation under the special case topic.

    Thank you.

Viewing 4 replies - 1 through 4 (of 4 total)
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