Override Email Notification when new ticket is created

  • 10 January 2019
  • 1 reply

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

Userlevel 3
Badge +10

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.