Updated auto-generated emails
We’ve revamped the emails ChangeGear automatically generates and sends to customers throughout the ticket lifecycle. These emails include a link to the ticket, so customers can check their ticket status at any time.
When customers submit tickets, they’ll receive four auto-generated emails that will come from IT Support, 1) upon ticket submission, 2) when the ticket is assigned to an IT team, 3) after the ticket is resolved, asking the customer to confirm resolution and 4) when the ticket is closed (this email includes a customer satisfaction survey).
Customers can reply to auto-generated emails
An important note if you’re handling tickets: End users will be able to respond to the ChangeGear auto-generated emails they receive. When they do, any information in their reply will automatically populate into the ticket.
Conversation History – keep it updated for customer communications
For analysts working tickets: We will be letting customers know they can check the ticket status, so be sure to keep the Conversation History updated. Also, remember to use the email icon in that section to communicate with end users.
Internal Notes – for IT only
Information in Internal Notes helps ensure visibility for IT, especially when you reassign a ticket to another team. Before you requeue a ticket, be sure to specify the reason in Internal Notes. Customers can’t see this information.
