If you reject a workflow, can the customer get an email that includes your comments?

I would like our customers to see a TDNext technician's comments when they reject a workflow in a ticket- is this possible in notifications?  Right now, they get an email saying it was rejected, but it does not show the comments about why it was rejected- thanks!

Tags ticket-workflows
Asked by Lauren Adams on Wed 7/27/16 3:37 PM Last edited Wed 7/27/16 3:38 PM
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Answer (1)

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Mark Sayers Fri 7/29/16 11:38 AM

Hi Lauren,

If you are asking whether it is possible for a customer to get a customized email when a workflow is rejected, at this time that is not possible. The message that is sent out is automated by the system, and is not editable right now.

You could always suggest that this be made possible in a future version of the tool by going to our Client Portal Home page and selecting the Request a Feature button.

Please let me know if you have any further questions about this.

Mark Sayers

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