Email Service

When we use the email service to respond to notifications generated from projects and tickets within TDHE some users experience issues with a hidden image in the html in the footer of the email message. Specifically, WIN users with the Outlook email client receive a notification. Yes, they can select the "Don't show this message again" option. And this is fine for our paid license users - at least until the next time their Outlook email preferences are reset at which point they receive a new alert. However, as we get closer to releasing a public service catalog I'm thinking about the user experience for faculty who are not very tech savvy, which is most likely why they would be submitting help tickets in the first place. Ideally, we want out techs to respond within TDHE. But, that email is going to generate an alert window because of the hidden image. 

Anyway it's possible to remove the hidden image in the footer that is generated from the email service?

Tags email email-service service
Asked by Will Turek on Tue 4/19/16 2:16 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 4/19/16 2:17 PM

Hi Will,

You do have the option to turn that tracking pixel off in Admin if you would like to. What the tracking pixel does is when a user reads their email and it gets marked as "read", that sends an update to the ticket's "Read By" tab to show their name and the date and time they read the ticket. Turning the tracking pixel off will apply this to all notifications coming from that ticketing application. Other than no longer updating the "Read By" section of the ticket, it would not otherwise change anything, so it depends on whether you like that feature on the tickets.

To make the change, go to Admin>Ticketing Applications>[the ticketing app in question]>Notification Footers. Unless you have created additional footers, there will be only one listed here. Click Edit, un-check the box for including the tracking pixel, and hit Save.

I hope this has answered your question as well as informed you about what the tracking pixel does and what will happen if it is turned off. If you have any further questions, please let me know.

Sincerely,
Mark Sayers
TeamDynamix

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