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Override Email Notification when new ticket is created

  • January 10, 2019
  • 1 reply
  • 138 views
K
Apprentice

If we have the Email Notification to email the requester when their ticket is created enabled, is there a way to say not to send the email.  Here is the scenario-customer calls in, we resolve their issue with them on the phone. We still want to track the ticket, but we don't want to email the customer, since the ticket was opened and closed at the same time. Options?

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      1 reply

      aravind.sundararajan
      Skilled Expert
      Forum|alt.badge.img+12

      Hello Kelly,


      Did you get a chance to try the Dispatchr' automation? You can create a rule that skips the new ticket notifications for the customers (Use the action 'Skip new ticket email notifications') based on the following conditions:

      1. Source is 'Phone'
      2. Status is 'Closed'


      This way, any new ticket created via phone and closed at the time of creation, will be identified and the notifications would be skipped.


      Cheers!

      Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
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