Inform external participants that ticket has been closed

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Problem to solve

Sometimes support agents forget to write a closing comment on a Service Desk ticket, so the author or external participants don't know that the ticket has been closed.

Proposal

This is open for discussion. Ideas are:

  1. Add a closed email template and send a Service Desk email to all external participants based on that template. This could also be used for follow up surveys etc.
  2. Use gitlab-triage and add a policy that selects tickets that are closed but don't have a certain label. Those will receive a final comment and the label will be added. Does not work for all customers and all use-cases
Edited by 🤖 GitLab Bot 🤖