Ticket defaults - Internal note

uhdamm

Hi guys.

From my many years of experience with various ticket and helpdesk systems, one of the first features we always disabled when implementing a new system, was the default "Respond" setting, when updating a ticket.

I've witnessed many awkward situations, where an agent meant to make an internal note to the ticket, but ended up e-mailing the client, cuz that was the default setting.

Is there a way to change the default, and not have the "Email contact" checked?

thx

uhdamm

Been working with ticket-systems since IT became a "thing", and one of the changes we always did from the beginning, was to make all updates to tickets an internal note by default - No email, except to the responsible technician, if updated by another.

Seen too many cases and received too many calls from angry customers, because techs forgot to make it an internal note :-)

Could we have an option please, to make "Internal note" default for all ticket updates?

Thx

uhdamm

Double-post: https://forum.itflow.org/d/482-ticket-defaults

Sorry about that.

wrongecho

I really like this suggestion.

wrongecho

Internal replies are now the default (not configurable but it's 1-click to make it email instead).