Incident Resolution Email Templates
I think it would be great if, when resolving an incident, a technician could determine exactly what type of resolution email was sent, say from a drop-down list of templates or the generic resolution email. We often have requests for the same types of calls over the period of time and those calls include the need to send specific instructions. Being able to choose an email template that has those instructions in it would help:
a) simplify the process
b) standardize the process for all technicians
c) standardize the answers that the clients may receive.
I know that with 7.5 we can set automation rules to send specific emails on resolution however that might get tricky if the right classification isn't set which in turn means that the appropriate email might not be sent to the client.