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.
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.
Separate template for first ticket comment is needed for sure.
Would be great to include a link to terms and conditions, etc., for the first email only, not subsequent ones.
Ryan (CTO, Pinellas Computers) commented
+1 for separate template for first ticket comment!