Question

Automations on Spilt Tickets

  • 12 May 2022
  • 1 reply
  • 15 views

Userlevel 5
Badge +7

Hello!

I am coming up empty on this one. 

We have an automation set up to send a response when a new ticket is created.

We also have an automation set up to send a response when a customer responds to an existing ticket.

 

If a customer responds to an existing ticket and that response is split onto a new ticket they get two auto responses.

 

how to stop the auto response on a split ticket?


1 reply

Userlevel 3
Badge +4


Dear @foxcubmama ,

Welcome to Freshworks Community:) I hope you are doing well:)

I understand you are trying to stop the email notification sent to customers when you split the response from a ticket. I'm afraid we wouldn't be able to prevent this event from happening. But could you please DM us your requirement here on when and why the customer response needs to be split so I can have this further checked?

Feel free to ping us for any queries/concerns. We'd be more than happy to assist you.

Happy Freshdesking!!

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