Hi!

Right now when I close a ticket the only available note type is “Note-internal” which means

that I cannot notify the person at the same time that the ticket is closed and the actions performed for that.

I know that I can create a notification action to send a generic alert that the ticket has been closed

and I ‘ve done that already but that cannot get the description when an agent closes the ticket.

In order to do so I have first to send a reply to the customer and then close the ticket.

Since closing the ticket also requires description can I do all these in one step?

This means to close the ticket with a description and at the same time send all comments to the customer.

I believe that if I could have the option “email-external” to note type when closing a ticket would solve my problem.

Is this possible? Any idea on how to achieve it?

Regards,

G.