Prevent outgoing email on a single ticket based on a ticket field?

  • 17 February 2016
  • 1 reply

Is this possible?


sometimes people will enter a ticket under their own name because they do not want the client contacted under any circumstances until some other steps have occurred.

Our system does not send any emails out to the requestor automatically however that does not stop agents grabbing the job and contacting the client which can cause issues.

I have created a field called "client contact approved" with yes/no/unknown

What I would like to do is have the system prevent any emails going to the requestor if the field is set to "NO"

Is this possible by any means?

If so can someone point me in the right direction?

This topic has been closed for comments

1 reply

Userlevel 4
Badge +12

Hello Adam,

Preventing the agents from replying to tickets is not possible ,by default. However, in such cases, we've designed a Contract management app that would serve as a visual indicator for the agents about the status of the account. It allows you to track the support hours purchased by the company and also alerts the agent when it reaches 0.