Help Desk Email Template

With Mouse Tracks you can Email Help Desk Tickets & related attachments directly through the program. You may want to send an Email to a another technician to let him know that you have transferred the ticket. You may also want to Email the end-user to let her know the status of the request. All of this can be easily accomplished by clicking the Email icon on the Help Desk detail form.

Before you start using this email feature you should customize the information you would like the Email to contain. This is where the Help Desk Email Template comes in to play. To modify the Help Desk Email Template, you must have both Administrative and Technician Access to Mouse Tracks. To modify this template, open any Help Desk ticket and then click on the Email icon on the Help Desk detail form. If you have Administrative access to the program, you can then click the 'Edit Template' command. Once the template is open, you can modify the following values.

cc: - Enter the default carbon copy address (if any) that you would like to appear in the composed Email.

Subject: - Enter the default subject that you would like to appear in the composed Email. Note:The Mouse Tracks Ticket Number will be appended to the end of the subject line.

Pre-body Text - Enter the text that you would like to appear in the body of the Email before the ticket details.

Ticket Display Fields (1 through 10) - These are the fields that will be sent in the Email. You can choose from any field that is available in the Help Desk table. The fields will appear in the Email in by the order of the display field.

If available, Mouse Tracks will suggest the Email address for the requester as listed in the User Detail Form.

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