Send message to submitter from within ticket
At the moment we have the few built-in ticket rules but the emails they generate always include everything that happened on a ticket within a certain time frame even if you only ticket one box, e.g. If you set it to email the submitter when a comment is made, but you also change the severity and assignee, that information is included in the message as well. I also don't like the formatting.
My idea is that there is button within the ticket which says "Email Submitter" or something along those lines. This will open a new pop-up window where you can type your message to the client and then click send. The message INSTANTLY sends and only contains what you've typed, no other updates.
The subject of the email will be the ticket number [$ticknum] and ticket title so that if the client responds, the response is added to the ticket.
ALSO - The response needs to be emailed to the ticket owner without having to enable any of the already mentioned in-built ticket rules. I want this function to be separate to that functionality.
The purpose of this is to eliminate the need to email clients then update the comments separately. As mentioned, the provided ticket rules are too basic, provide info which is not required, don't always work, and result in emails to the submitter when they made the change and same for the owner (they know they made the change because they did it themselves, there's no need for an email summarising changes they made).
We enhanced the email functionality inversion 6.3 so that each Comment entered can be immediately sent via email.
Has this feature been added yet?