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How can I personalize my ticket auto follow up email?

  • Author: Lindsay - Comm100
  • Create Time: 16/11/2011 22:24:57
  • Last Update Time: 04/01/2012 19:41:42

When you edit your auto-follow-up message, you can use Macro Parameters to personalize the follow-up email based on your needs. The Macro Parameters can be used in both the subject and the body of the follow-up email.

When a follow-up email with Macro Parameters is sent out, each macro parameter in the email will be replaced by the value of its relevant field (Comm100 system field or your own custom field).

Adding Macro Parameters into the email body.

Step-by-Step Instruction:

Step 1. Click the Add Field button;

Step 2. Select a macro parameter and then click Add to insert it into the email body.

Adding Macro Parameters into the email subject.

Step-by-Step Instruction:

Step 1. Insert the macro parameter into the email body;

Step 2. Copy/cut the macro parameter from the email body and paste into the email subject.

Here is a sample personalized follow-up email.

And here is a sample follow-up email when it is sent out.

Additional Information: Macro Parameters for Comm100 system fields.
{!Ticket.Id} is the Ticket Id of a ticket.
{!Ticket.Subject} is the subject of a ticket.
{!Ticket.First Correspondence} is the first ticket message in a ticket. If the ticket is submitted from a web-to-ticket form or your help desk, {!Ticket.First Correspondence} is the message in the Content field; if the ticket is from an email, {!Ticket.First Correspondence} is the content of the email.
{!Ticket.Name} is the name of a ticket's submitter.
{!Ticket.Email} is the email address of a ticket's submitter.
{!Ticket.Status} is the current status of a ticket. There are five types of ticket status in total which are New, Pending Internal, Pending External, Deferred and Closed.

{!Ticket.Priority} is the current priority of a ticket. There are four levels of ticket priorities in total which are Low, Normal, High and Urgent.
{!Ticket.Source} tells you from which communication channel a ticket comes. A ticket can be created manually or from an email, live chat, offline message, website and help desk.
{!Ticket.Assignee} is the operator who is assigned to follow up on a ticket.
{!Ticket.Create Time} is the time & date when a ticket is created.
{!Ticket.Receiving Email} tells you from which email server a ticket is received. When you reply to a ticket , the ticket's receiving email is used as its default email server to sent out email replies. 
{!Ticket.Last Status Change Time} is the time & date when the status of this ticket is changed last time.
{!Ticket.Last Activity Time}​ is the time & date when any activities a ticket is edited/managed/responded.

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