Automatic e-mails: How can I enable/disable automatic e-mail confirmations?
Table of Contents (index)Problem Type : Features
Problem Category : Public Folder HelpDesk
Several kinds of automatic e-mail confirmations can be sent out with PF HelpDesk. They are described in the manual,
but here is a summary:
All automatic e-mails require that some text is added in the appropriate template under the Settings tab Templates. Customize how text should be displayed for certain messages. You can copy and paste the code into any .html editor or use the mini editor under the FAQ tab in the PF HelpDesk Settings.
Under the list of templates you can see what field info may be included in each of the templates.
For the automatic e-mails to the caller when a ticket is created, you don't have to do anything more than adding text to the template. This means that if you want to stop e-mails from being sent out automatically you can just delete the text in that template. The .html code will be recreated, without your own text.
For some e-mails, you also have to check a box under the tab Other Settings. To not send out, just uncheck the box.
- to the caller when a ticket is closed
- to the Responsible on reply received (useful when e-mail history is enabled) . This box is checked by default.
- to an admin specified list when a ticket is created
If you want to exclude some callers from getting an e-mail when a ticket is created, you can
uncheck them under the Callers tab., refer to section 7.3 in the manual.
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