Combine 'Update Type' in ticket comments with ticket 'Status'
In order to provide transparency with the customer, as well as making ticket management easier, wouldn't it make sense to combine these two fields? eg. PC has been fixed, ticket for that job is marked as 'Resolved' and it sends an email/SMS out to the customer notifying them of that, as well as a custom message sent on the technician's behalf.
Yes, we’ve discussed linking these systems as well in the future.