Some of our groups have 5+ people in them and we don’t need them all to be notified when the ticket is assigned to the group (tickets are assigned direct to an agent). Is there any way to silence the notifications? I’ve tried to create a workflow with this action, but an e-mail is still triggered.
It looks like someone had a similar issue 8 years ago with no response.
Looks like we handled this by disabling the built in agent notification and creating a “covering workflow” that sends a notification for the tickets we want to send.
Yeah, unfortunately disabling the built in agent notification won’t work for us
Hmmm….if you have a workflow that basically mimics the built in notification (except for your exception) why couldn’t you disable it?
With the workflow you could add a conditional to look at the group, and see if an agent is assigned, and if so then no notification is sent. If not agent is assigned then the group email notification would be sent. You can mimic the dynamic nature of the email notification templates through workflow and placeholders as well.
Hope you are able to find a solution to work for you :)
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