Please Note: Any agent responses made as a public note will trigger this pixel. If an agent responds via email, it will also trigger this email template.
In order to place your pixel, please do the following:
- Click on the Admin button (which appears as a wheel or gear).
- Scroll down to the Helpdesk Productivity section.
- Click on Email Notifications.
- Click on Requester Notifications.
- Don't worry your almost done! :)
- Click on the Agent Adds Comment to Ticket.
- Place your cursor at the bottom of the email where the blue question mark is above.
- Select Insert Image icon, click on URL button and click Insert. NOTE: You will see a little blue box with a question mark (?) in it at the bottom left of the email template - this is expected behavior.
- Make sure this notification is turned ON.
- Click the Save button.