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A Response Template has been created to use when reassigning the ticket to a different IT group.
Ticket Steps:
- Select Update
- New Status: Change to In Process
- Responsible: Choose the new IT group or individual to assign the ticket to.
- Comments: Select the template from the drop down menu to add the response to the ticket (Top Responses → Reassigning a Ticket to a Different IT Group)
- The response will include the requestor’s first name and the IT Helpdesk staff closing signature
- Click Save to record the changes
- A notification will be sent to the IT group or individual letting them know the ticket has been reassigned to them
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Hi {{RequestorFirstName}},
Thank you for contacting the IT Helpdesk! Your request has been assigned to the appropriate support team. They'll communicate with you through this ticket if they need additional information or have updates on your request.
Blessings,
IT Helpdesk Staff
Email: helpdesk@taylor.edu
Phone: 765.998.404