Currently we only have our Resolved ticket status set to auto-close and when it does that, it e-mails out to clients with a survey.
We would now like an e-mail to go out when a ticket is opened as well, but not during every update. I'm struggling to find this setting in the interface.
To make things a bit more complicated, typically end users are e-mailing our IT department in the general mailbox and then we reply to the client and include our WHD e-mail address to start a new ticket, but it assigns that ticket to me because I sent the mail. When I go into the ticket and re-assign it to the end user, I want the e-mail to go out, because it is a new ticket for them, although the ticket would have been generated with me as the client originally.
Suggestions?