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By default for every newly created ticket a mail notification to the requester is send.
However, it happens from time to time that an agent enters a ticket as a requester which he then processes himself. In that case this user receives three mail notifications. One because he opens the ticket as requester, a second because he assigned the ticket to himself and a third because he assigned the ticket to a group he is a member of.

Is there any possibility to avoid mail notifications when the requester and the agent are the same user? Or further, can I avoid a notification when I assign a ticket to myself and have only notifications when assigning tickets to other agents?

Hi @m.rieder 

Greetings!

By default when you assign a ticket to yourself, the email notification is not sent. However, for the other two cases, we do send out new ticket-created notifications to the requester, and the group assigned notification to the agent. 

We have a workaround, let us know if this will help. You can create a workflow automator that checks if the requester emails belong to any of the agents in the system and skip the new ticket-created notifications. 

 

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However, note that there is no way to stop the group assignment notifications. 

 

Regards,

Sanofar

Team Freshservice

@sanofar.allahpichai 

We’ve had a similar request in our organization and I’m curious about your conditional statement. Did you add emails individually to the statement or do you have an easy way to add all emails? 

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