Introduction Service Desk Service Tickets How to configure back trail conversation? Back

How to configure back trail conversation?

IT Asset Management allows sending past conversation of any ticket along with the notification mail. Once the back-trial conversation enabled, the notification mail will be sent with the information of previous changes/comments from the ticket creation.

Back trail conversation for ticket handlers: The admin/ticket handler can add this while updating a comment or changing the status of the ticket.

To add the back-trail conversation while updating a comment, enter the comment in the comment field > Enable the checkbox of add back trail conversation on email notification > Click on comment.
To add the back-trail conversation while changing the status of the ticket, Select the status > enter the comment > Enable the checkbox of add back trail conversation on email notification > Click on update.

Back trail conversation for end users: The end user can also add past conversation while updating the comment.

To add the back-trail conversation while updating a comment, enter the comment in the comment field > Enable the checkbox of add back trail conversation on email notification > Click on comment.

Note: The back-trail information will be sent to the ticket creator and CC recipients, if any. While updating comment/status you can disable the CC-Emails to not share the back-trial conversation.

We are continuously improving our documentation to ensure it meets your needs. This document will be updated regularly, so please check back for the latest information. If you have any questions or encounter any issues, feel free to reach out to us at [email protected].