ServiceDesk 4.4.80 Update 10/06/10

For a few years now, ServiceDesk has had the ability to auto-email appointment reminders (and corresponding requests for confirmation) to your customers.  It works great, whether configured so the email asks the customer to confirm via email/phone reply, or via on-line interface as part of the CyberOffice system. 

A small rough  spot, however, has concerned verbiage as used in the email.  About a year ago, we received reports that some customers were not taking the request to confirm with sufficient seriousness.  In response, we strengthened the language, adding a statement indicating that if a response was not forthcoming, the appointment might not be held open.  After that, we received reports that some customers were offended by the "threat."  Aside from such difficulties in our own efforts to get the language "just right," there's also the fact you might want to have elements in the language that are particular to your own policies, preferences and situation. 

Given such matters, we have now added this email context to the array of those you can customize, according to your own company preference.  For details on how, please see the CyberOffice Handbook, beginning in the section that starts (about two-thirds down) on its Page 13. 

Aside from allowing you to now completely customize, we have also improved the stock language (with the language having been at first too nice, and then too mean, we believe we may now have stopped the pendulum about right in the middle, where it should be):

Perhaps, with this improved stock language, you may not feel there is any need to customize.  But, at least if you want, customization is definitely now available.