We wanted to add a message into our system for when a user tries to update an already closed ticket. We wanted to send a notification to the user to advise the call has been closed, not updated and for them to contact the desk. Unfortunately having implemented the message it does not work and has been advised a limitation of the product.

It would be great if we could create an email, to a user, if the call is in a state of closure and it cannot be updated.