I suggest you ...

The initial email sent when a new ticket is created doesn't make sense

When I create new tickets, my customers always get an email along the lines "#company_name - Comment made to Ticket #4475 (message id: ######)". The body of the email says "You have an update from #company_name for your ticket 4475". When customers see this for the 1st time, they always ask "what's that".

I suggest changing the initial email sent to something like "Hello #user, a new ticket has been created for/by you by #company_name". This will make more sense to the majority of the end users.

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Serge Ratakhin shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
already works  ·  AdminTroy (Founder, RepairShopr) responded  · 

Hey Serge – You can edit your email template to just not include that line and the email will be more generalized. Right now the system doesn’t differentiate a first comment apart from subsequent comments and others have suggested this as a good workaround so we haven’t had to build this.

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