Improve details in Service Desk emails to customers
Problem to solve
Service Desk does not notify/email users when an issue has been closed or reopened. While comments are emailed as notifications, it should be just as important to know when/if an issue has been opened or closed.
In addition, users have the option to "Comment and close issue" or "Comment and reopen issue"... but the details of the issue being reopened or closed is not being articulated through our automated emails.
Further details
Benefit: Improved visibility for consumers
Below, you can see that actions have been taken (comments, close issue, reopen issue, etc)
Below, emails received do not have those pertinent details
Proposal
I'm proposing we integrate this feature for customer visibility.