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When I respond to a requester on a ticket, I click "Send and set as Pending". When the customer responds, I get two emails: one notifying me that the customer has responded and another notifying me that the ticket has changed from "Pending" to "Open". How do I turn off the "Ticket re-opened" notification?



Hi, Derek.


The ticket reopened email is triggered by the default automation rule that would be present under the "Ticket Update" Automation rule called "Automatilcally reopen ticket when the customer responds". You can go ahead and remove the action that sends the email to the assigned agent and save the rule to prevent the ticket reopened emails from getting triggered.


Thanks.

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