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Home > Success Center > Web Help Desk (WHD) > Set automated email reminders about ticket status at specific time intervals

Set automated email reminders about ticket status at specific time intervals

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Created by Interspire Import, last modified by MindTouch on Jun 23, 2016

Views: 256 Votes: 0 Revisions: 8

Automated email reminders can be sent to the clients in Web Help Desk (WHD) only after enabling:

  • 'Client Reminders' for the required Ticket Status Type and 
  • 'Client Reminder Interval' is set for Ticket Priority Types

Setting Client Reminders

 

1. Log into WHD webconsole > Setup > Tickets > Status Type > click on the Status type for which you wish to send automated email remainders to the clients, e.g., 'Pending'.

 

 

2. In the 'Status Type' tab, enable 'Client Reminders' by selecting the checkbox as highlighted in the screen given below:

client reminder.jpg

3. Click Save.

4. Repeat steps 1-3 to set client reminders for the required status types.

Setting Client Reminder Interval

 

1. Log into WHD webconsole > Setup > Tickets > Priority Types & Alerts > click on the 'Priority Type' for which you wish to set the intreval before sending or resending a reminder to Clients, e.g., 'High'.

 

2. In the 'Priority Type Details' page, set the values for 'Client Reminder Interval'. 

client reminder interval.jpg 

3. Click 'Save'. 

4. Repeat steps 1-3 to set client reminder intervals for the required priority types.

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