Closed Confirmation Email

A Closed Confirmation email will be sent to the requestor(s) provided:

The Subject and Message Field have been defined for the confirmation email.
The Queue Signature has been defined.

The Help Desk operator may prevent the requestor(s) from receiving an Closed Confirmation email when closing a call by deselecting the Send Closed confirmation email checkbox.

The email is based on a template known as the ‘Closed Confirmation Email'. These templates are defined for each queue. Consequently the email that is sent is governed by the queue that the email originates from

The Closed Confirmation Template is defined by a Subject and a Message. An example is given below:

Closed Confirmation example email Subject Code

Ticket Closed Confirmation Notification - Ticket Number [CALLID].

Note: in the example above, the Alert Notification Tag [CALLID] will be replaced with the appropriate call number, resulting in an email subject line that may look like this:

Closed Confirmation Notification - Ticket Number 90146.

Closed Confirmation example email Message Code

<HR width="100%" color=#000080 SIZE=1> Dear [PRFIRSTNAME], Your call has been closed. Here are some properties: Problem: [PROBLEM] Call Type: [CALLTYPE] Should you have any further questions or concerns regarding this call, please do not hesitate to reply to this email. HELPDESK ADMINISTRATOR <HR width="100%" color=#000080 SIZE=1>

Note: in the example above, the Alert Notification Tags [PRFIRSTNAME],[PROBLEM] and [CALLTYPE] will all be replaced with the appropriate fields, so the resultant email may actually look like:

Dear James,

Your call has been closed.

Here are some properties:

Problem: New Mouse Required

Call Type: Support

Should you have any further questions or concerns regarding this call, please do not hesitate to reply to this email.

HELPDESK ADMINISTRATOR