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Question

Possibility not to send an automatic response when an agent create a ticket

M
Apprentice
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Hello, I wanted to know if it will be possible in the future to have the possibility to send the automatic response only when a customer create a ticket, not an agent.

 

Thanks !

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    2 replies

    mahendarsingh
    Community Manager
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    • mahendarsinghCommunity Manager
    • Community Manager
    • 97 replies
    • January 27, 2025

    Hi ​@Matth78 ,

    I hope you are doing well :)

    I understand that you want to trigger notification based on ticket creation. You can toggle off the default email notification and creation ticket update automation based on ticket source because tickets which are created by agents will have source as phone so trigger emails to only email, portal and required sources. 

    Feel free to respond to this thread for any queries :)

    Thank you

    Mahendar, Freshworks Community || Learn something new today, get recognized for your contributions, stay on top of product updates and build meaningful connections in our Freshdesk community. Fresh ideas, quality service :)
    M
    Apprentice
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    • Matth78
    • Author
    • Apprentice
    • 1 reply
    • January 27, 2025

    Hi mahendarsingh,

     

    Thank you for your answer. The problem is that in my automation, the rule trigger when a customer select a country, so can I put the 2 conditions together ? Will it works ?

     

    Thanks !

     

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