In the Workflow Automator, there is an action to skip new email notifications. Is there a way to skip closed email notifications?
I know this is an old thread, but thanks for the advise!
- I disabled the “Ticket solved” notification
- Created a requester group for our providers, with auto assignation using their domains.
- Setup a automation workflow “On change from any → Solved” - If requester is not member of the providers group - send mail. (Here I took the template from the “Ticket solved” notification.
Hi all,
We don’t have the functionality to skip ticket closed notifications within the workflow automator yet. However, you can disable closed notifications from Admin - Email notifications and set up workflows to send emails on ticket closure only when required by adding conditions.
Thank you all for your feedback. We’ll pass on your suggestions to our product team.
Warm Regards,
Sanofar
Team Freshservice
I do not want a closed notification to visit my employer's IT Help Desk once they email something to us. It simply reopens their issue for my product page.
turn off agent closes the ticket notification from settings--email notifications--requester notifications
that will stop sending ticket closed notification to all the tickets
if you want to send them to some tickets, create an automation rule and set the action to send email to requester and copy the contents from the notification template to the automations.. voila! it only sends the notification to the tickets matching the automation!!!!
Just thinking about this one. Could you create an Automator that says “If ticket status changes from ANY to CLOSED, then skip ticket notifications”?
You can close ticket via option on top of ticket while holding Shift. Ticket will be closed, but customer won’t get notification. This is the only option as far as I know.
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