When someone replied or the ticket was marked as solved, the customer will recieve an email. These notifications cannot be turned off by the user.
Currently there are multiple notifications:
Currently, the messages do not contain the content of messages to make sure they do not reply to the email. Currently there is no system that will handle those replies.
Example email employee Pascal replied
Dear [username],
Pascal replied to your ticket #2 (subject 'What plan would you suggest?').
Please use the link below to review the reply:
https://community.v17.dev/tickets/view/2
We are waiting for your reply or until you mark this ticket as resolved.
Example email ticket was resolved
Dear [username],
Your ticket #2 has been marked as resolved. This means your ticket has been closed.
The URL of your ticket is:
https://community.v17.dev/tickets/view/2
If you disagree marking your ticket as resolved, please reply to your ticket to re-open it.
Example email ticket status update
Dear [username],
The status of your ticket #2 has changed to On hold.
The URL of your ticket is:
https://community.v17.dev/tickets/view/2
Example email pending reply
Dear [username],
Recently Pascal replied to your ticket #2 on [date] and we are waiting for your reply.
The URL of your ticket is:
https://community.v17.dev/tickets/view/2
If the issue has been resolved, please mark the ticket as resolved.
Example email closed due to inactivity
Dear [username],
Recently Pascal replied to your ticket #2. Unfortunately we did not get a reply from you. Your ticket has been automatically closed due to inactivity.
If you still wish to reply, the URL of your ticket is:
https://community.v17.dev/tickets/view/2
Do you have any feedback? Don't hesistate and let us know.