The best part of it is keeping the customer informed. But too much is too bad.
So try not to send too many mails which would result in setting rules to mail
application. I would suggest to send one mail when a ticket Opened and another
when Closed, pretty much like Remedy support does. Based on customer feedback
and brainstorm you could decide on what to include and the what other Status
updates to notify.

Dasa

Den Fong wrote:
> **
>
> Beverly,
>
> We have had HD for about a year now and this is what happened with our
> notifications. The support staff thought that there was too many emails
for
> New,WIP, Resolved and Pending; most of them created a rule to move emails
to
> the deleted folder. This is what we have changed our notification process
> to.
>
> New calls
> User gets emailed ticket # and CTI along with description.
> Support Staff get notified only if the call is High or Urgent.
>
> Reassignments
> Support Staff gets notification of call transfers to their queue
>
> Pending
> No Pending notifications
>
> Resolved
> User get notification of resolved case.
>
> Granted there are some "issues" in our organization that affect this
> process.
>
> Good Luck
>
> -----Original Message-----
> From: Bremer, Beverly S. [mailto:bsbremer@FEDINS.COM]
> Sent: Monday, December 31, 2001 4:52 AM
> To: ARSLIST@LISTSERV.VISTAIT.COM
> Subject: E-mail notifications for Help Desk
>
>
> **
>
> We are in the process of doing analysis needed to implement Remedy Help
> Desk (we do not yet have Remedy in production). Our IS department's
> current procedure is to have a help desk person call the customer when
> their problem is resolved (all contact with the customer is required to go
> through a help desk person).
>
> With Remedy Help Desk, the capability exists out of the box for e-mail
> notifications to be sent to the customer when the problem is WIP, resolved
> and pending (which I personally think is a great feature). There has been
> some concerns raised in doing this and I have been asked to find out how
> other companies are using this feature.
>
> - What type of information do you include in the notification that is sent
> to the customer?
> - What benefits have you realized by implementing this feature?
>
> Any information you can provide will be greatly appreciated!!!
>
> Beverly Bremer
> Federated Insurance
>
>
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>
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