Can't disable "Ticket Reopened" Notifications

  • 9 August 2014
  • 3 replies

I need a way to disable the "Ticket Reopened" notification. The FUNCTION itself is very useable to us, however receiving the notification e-mail "Ticket Re-Opened" every time the ticket is reopened is flooding our helpdesk.

please let me know

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3 replies


The "Ticket Re-Opened" Email is triggered by a default observer rule in your helpdesk. This can be disabled by going to Admin--> Observer and editing the default rule " Automatically reopen tickets when the customer responds".

I have this problem also – I'm already receiving an email when a customer responds. I want to have that. But I want to also have ticket re-opened with a response – but I don't want two emails about the same thing?!

Janne, you can  remove the action "Send Email to Angent" of the Observer rule