Including Ticketing History in a Notification Email

After you have completed writing a note, an agent can include the ticket history in the notification.  They may want to do this in cases where a new watcher was added and  you want to give them some background on what has been going on or if you want to point out a previously sent note to someone.

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To include the history simply follow these steps:

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1.     Click on the clock icon next to your note Save + “Action” button.

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2.     Click the radio button next to Send Note with Ticket History

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3.     Click Done

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