One implementation serves both ways a ticket gets closed — the engineer's terminal command and the Resolve button in the review inbox — so 'resolved' means the same thing either way. Only the reporter is told. It is sent by the platform, never by the tenant's own mail or CRM. Whether the mail landed is stored on the ticket.
Also called: ticket resolved email · did they fix it · bug follow up · issue closed notification · bug fixed email · resolution notice
- 1Resolution writes a plain-language summary of the fix onto the ticket
- 2The email quotes the reporter's original words back and states in one line what changed
- 3It is sent from the platform sender, never routed through a tenant's CRM
- 4Platform staff are skipped — nobody gets mailed their own fixes
- 5The message and the delivery outcome are both stored, so a silently failed email does not look like a delivered one
A fix used to be announced with a reference code and the words 'it's fixed'. A builder who has reported four things in a fortnight cannot remember which one that was, so the message told him nothing and he assumed the rest had been ignored. Now the person who reported it gets one email quoting his own words back and saying in one line what changed. Only he gets it — a report carries the reporter's name, his wording and his screenshots, and that is not news anyone owes his colleagues.
- Reporters never learn whether their report went anywhere
- A terse 'resolved' notice is meaningless weeks after filing
- A resolution notice sent through a tenant's CRM files platform mail inside a customer record
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