We have noticed during setup that there is a notification which appears to trigger when a public note (requester or agent) is added to a ticket. This notification goes to anyone watching the ticket, but it doesn’t appear in list of Email Notifications, so there is no way of editing the content, or disabling the notification. In addition to this, ticket watchers is NOT an available option to use in a Send Email action in Workflow Automator.
The wording in the fixed notification is also misleading, as it states Agent Response, but in fact the public note may have been added by the end user, rather than an agent.
It would be great if this could be converted into an Email Notification which would enable us to edit it to meet our needs, and also for there to be an option to disable it and instead use a Workflow Automation with a send email action to go to the watchers on the ticket, or to include them in existing send email actions.
Thank you.
