Emails received when putting a note on a ticket should show what ticket that note relates to
When you add a note to a ticket under the email notification it will email that note to our designated email address.
However the email will not show any information about the ticket and will only show the ticket number.
Ideally if the email showed customer name, Device and task, potentially a manager could monitor all important notes on ongoing jobs just by reading the emails notifications.
At the moment the email comes as follows.
"Customers device found to have extensive water damage, we have been in contact with customer and are awaiting response on whether to proceed with water damage repair.
View Ticket# T-10835"
Now unless your the tech who wrote the note you have no idea which device this relates to without logging into repairdesk and opening up the ticket.
If the email template simply had a couple extra fields on it, you could recognize straight away who this relates to and you would be up to date on any information.
For example if the email read.
Customer: Ann smith
Device: iPhone 6s
Task: charging port replacement
Customers device found to have extensive water damage, we have been in contact with customer and are awaiting response on whether to proceed with water damage repair.
View Ticket# T-10835
After reading this you would know exactly what's going on with "Ann Smiths" device.
It would be even better but not as neccesary if underneath the notes it also had a summary of previous notes that were written on said ticket.
Again if this was the case from that one notification you could have the full story on any notes that have been written prior to this note as well and potentially approach the tech handling the job if you see there is something that needs to be brought to his attention or alternatively someone could read this note and contact the customer to update them.