Feature Requests
Share ideas, discuss and vote on requests from other users in community
 
This object is in archive! 

Include Ticket Notes during Ticket Reassign Notifications

WHMCS Chris shared this idea 6 years ago
Under Consideration

We always add a note to the ticket and then change the department. I.e. if we're moving it to billing we'll note what we want billing to do and then move it to billing.

It would be awesome if we had the option to display the last note in the "Support Ticket Department Reassigned" email *if* a note exists. I'm sure I could do it with some clever PHP+MySQL in the template but I could see it being very useful as a core feature and easy to implement.

This way when a ticket changes department - those that get the notification have a rough idea of what is currently happening in the ticket before even opening it.

Reason being - more often than not tickets that change departments are fairly long and it sends the *initial* message from the ticket which can be confusing [at times].