Changing the Resolved Email Template

Hi. I need to change the Resolved Email Template - general subject from “Your Ticket Has Been Resolved” to “We’d love your feedback”. Any idea?

Currently, the subjects are hard coded. You can add a feature request for this in the Feature Request category here in our Community forums.

Hi Andy,

Thank you for your reply.

What is the best way to get ticket feedback upon resolving the ticket? We are using Simplesat integration with Syncro for Feedback Surveys.

Thank you!

You can probably add the Simplesat link URL into your ticket resolved email… would that work (haven’t used Simplesat myself but I am fairly sure that will work since it’s an external source).

Hi Andy, that works, and it is how we are currently using it attached to the Resolved Notification Email. But, the issue is that the subject of the Resolved email is “Your ticket has been resolved!”, and to be quite frank, no one pays attention to the content of the email hence the Simplesat feedback link. Therefore, we want to change the Subject of the email to for example: “We’d love your feedback!”.

If you have any other recommendation, please let us know!

There is another roundabout way to do this potentially. Do you use Ticket Resolved emails for anything else, or just for grabbing CSAT?

We use the Resolved Emails feature only for notifying the customers. Im eager to know more about this roundabout.

Ok in that case what you could try to do is make a custom status called “Resolved-CSAT.” Then make an automation that says if the ticket is in the Resolved-CSAT status, and hasn’t been updated in X hours (put in whatever you like here), and then for the action you could “Email Customer/Contact.” Then you could create whatever body and subject you like. I’m not 100% sure if that would work with HTML content though… it might not.

At any rate if it worked for you, as a secondary action you could flip the status to Resolved. That way you can control when someone gets CSAT and when they don’t, along with everything else involved there. The only other thing you’d need to do is shut off the ticket resolved emails.

That’s exactly what I’ve tried to do with our internal demo account.

Below is the screenshot of my automation which does not work - the email is not sent out! This is the link as well: https://indata.syncromsp.com/ticket_automations/23981/edit. I have tested with one of your agents and we did not find a resolution. The difference from your proposal is that I did not shut off the Resolved email feature and on this autmation I actually did not add another action to change the ticket to Resolved, but the email should’ve been sent out!

And yes, it does not support Rich Text, therefore not so great because I could not add the emojis and the visualization of Simplesat as it currently is embedded on the Resolved email notification.

In theory your automation should run, but it would actually run every hour because your conditions would always be true in this scenario. So maybe it was going to spam at that point, not sure.

But yeah if you need rich text support it won’t work in automations yet, so unfortunately it sounds like this option would not work for you.