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Escalation Email Template Not Used

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edited Apr 21, 2020 5:35PM in Agent Desktop 3 comments

Summary

Updated escalation email template is not used when the escalation notification is sent

Content

We have employees that need to know if a critical issue has been reported. We've decided that sending them an email so they can get it on their mobile devices is the way to accomplish this. I've set up the escalation and it is doing everything it should including sending the email, HOWEVER, it is not using the email template that I've created for this purpose. There is data/information that the employee needs from the incident in the email and I've added it to the template, but when I get the email none of my changes are there.  I have done

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