Overview

The Service Desk Outbound Email feature is an optional extension to the Service Desk module and is frequently sought after by subscribers to Inbound Mail. It provides the ability to send an email or SMS notification when a new note is added to their open service desk request.

This feature is delivered via the event module.

Once the event is available, your application administrator will need to create a message or SMS template, then enable the event.

Updating and adding a comment to an existing service desk ticket via reply email to an outbound message is only supported if the outbound email includes the queue prefix and ticket ID within the subject line of the email.


What's in this section?


Licensing

This feature is available to subscribers of the following:  Tick the option(s) that apply. If this is available to all users, meaning "Emersion Core", other options should not be ticked. 

  • Emersion Core
  • Optional Modules
  • Upon Request (please contact your Account Manager)

Acceptance Test

Conduct an acceptance test for this module 

What is this?


Features and How To's

This section contains articles on the functionality of this feature. Most features under a module may only have one or two how-to guides. If so link them from the core section below.  Other features have core features and additional add-ons that extend the features capabilities. Remove the Add On section if it does not apply. 

Configuration




Prerequisites

Before attempting to use this feature, users should:

  • have undertaken training in events.

In order to use this module, service providers must have:


Access Control

If you are unable to access a given feature and you have checked the permissions and powers, please contact Emersion.


Module Permissions

There are no module permissions related to the module.

Powers

There are no powers related to the module.





Feature Events

The following events are included in the feature.

  • Service Desk Ticket Update Notification (id: 928)

Feature Reports

There are no reports related to the feature.


Related Articles

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