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'Need {[Technician Last Comment]} Snippet' has been merged into this idea

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Add 'last technician note' as a snippet for email templates

Add a snippet so we can make the last technician note or last reply from technician appear on the ticket resolved email.

This is useful to put all the information in one place and allows us to send resolution details to a primary contact via email if needed.

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Dan Thomas shared this idea  ·   ·  Report…  ·  Admin →
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  • Jeremy Stewart commented  ·   ·  Report

    We use notifications (email templates) if an ticket hasn't been replied to by the EU indicating that the ticket is inactive. Often times, the EU doesn't recall the last comment the technician made when they get the email notification. While we understand it's easy to have people refer to previous emails or log into the portal, that doesn't work in practice.

    To this end, having a {[Technician Last Comment]} snippet would be great to add to the template to jog their memory.

    Thanks.
    Jeremy

  • Matt Gorman commented  ·   ·  Report

    This would be very helpful, especially for auto ticket closed emails after a period of inactivity. I'm surprised this has not been implemented having been requested in 2022.

  • Matt Hardwick commented  ·   ·  Report

    This seems like a really strange oversight, it should be there... it's available in the API and I can't see value in having the last contact note and not the last technician note... this should be added asap and should not require much development. It's a fairly standard thing for even free ticket platforms so really should be there.

  • Adrian Rhodes commented  ·   ·  Report

    This would be very useful, especially as we have a manager overseeing our service desk who would like to be able to view the progress of tickets without having to sign in to Atera to view the responses.

  • Cesar Gonzalez commented  ·   ·  Report

    Please add this option to send a notificacion to customer with the resolution of the ticket.

    or something like Resolution Field.

  • Tim Oakes commented  ·   ·  Report

    This should be fast tracked to the front of development. Critical to know what a technician said when closing a ticket, e.g.