It is always important to note all of your communication with an end user in your incidents with helpdesk. Some people send the e-mail and then later copy and paste their information into an incident. However there is a great feature on incidents that can send an e-mail to an end user and note an incident at the same time.
At the top of the incident edit screen is the little mail envelop to send an e-mail when this incident is saved. This great little feature works much the same way a Notification rule would work, but it does not require any of the special criteria to be met and you can change who you’re notifying with your e-mail. Perhaps you don’t want to e-mail the customer, but another team or worker to ask them to provide some input or update the status of a request you made to them previously, that is also available.
When I initially approached our team we ran into a lot of people who were not all that impressed with the way the e-mail looked. I set out to configure a new template and thought I should share an example of what I have done.
Under “Admin > E-Mail Templates > List E-mail Templates” you can view the default template for this function named “Incident Correspondence”. A quick glance will show this is not a typical e-mail template, but one with the type “E-mail action”. If you view the item you will notice there are some tags here for the MODIFIED_BY_WORKER.
By looking at our database we can see a list of valuable items that can be used with this macro including, worker_company, worker_department, Worker_location, worker_phone and more. After reviewing this information we can create a much more standard signature to be used on our e-mails. I have the advantage of working at an organization that has standardized that information. By applying allowing the e-mail to be interpreted as HTML we also have a number of other formatting options.
Our custom template’s body looks like this:
WORKITEM(workitem_email_message) <p> MODIFIED_BY_WORKER(worker_full_name) <br /> MODIFIED_BY_WORKER(worker_company) <br /> Address Line 1<br /> Address Line 2 <br /> MODIFIED_BY_WORKER(worker_phone) <br /> MODIFIED_BY_WORKER(worker_email)<br /> </p>