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Allow the ticket creator (agent) to select enabled notifications for new tickets

Related products:Freshdesk
  • January 15, 2013
  • 5 replies
  • 27 views
V
Contributor

When an agent is creating a new ticket to the system, it would be useful if there is possibility to select what notifications should be sent ([x] requestor [x] group [x] assigned agent) upon the ticket creation. Sometimes when we're moving customer's email issues from other mailboxes to Freshdesk, it's unnecessary to send out ticket notifications anymore.


It would be also useful to suppress some notifications for certain ticket. The notification selection set upon creation could be saved for the ticket and used in future too, until an agent changes the ticket's notifications settings again.

5 replies

_
Community Debut
  • _10748
  • Community Debut
  • April 26, 2013
We create tickets for customers who have made errors in their orders and send them complementing questions.
The automated notifications are confusing in these cases since they state that the customers' email has been received and will be taken care of.
annapoorna.venketaraman
Skilled Expert
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Hey David,


You can choose to disable these notifications from Admin>>Email Notifications. You can uncheck the Requestor Notification for User Activation and New Ticket Created. 

That way, they wouldn't be receiving these automated notifications.


Thanks,

Anna

Head of Community
D
Community Debut
  • dlotspeich
  • Community Debut
  • April 7, 2016

I agree it would be nice to have an option to create a ticket without a notification to the requester.  This is similar to how we can close a ticket without notifying the customer (Shift+Close).  Is there a freshplug or something available to provide the agent this option?  There are plenty of times we want to track internally by requester without an extra auto-email.  I'm ok with the ticket showing in the customer account, just not the auto-email.





T
Community Debut
  • tomas_16178
  • Community Debut
  • September 18, 2017

Any update on this?

aravind.sundararajan
Skilled Expert
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Hello Folks,


In case if you would like to disable the new ticket notifications for specific tickets , you can make use of the Dispatchr action " Skip new ticket notifications " . This will skip both the requester and agent notifications for the ticket.


Let's take Ville's scenario as an example : The agents create ticket on behalf of the user and they would like to specify that the notifications should be skipped for this ticket. To achieve this, you can create a custom field under Admin -> Ticket fields section. Say, you create a checkbox field named "Skip notifications" .


As an admin, you can configure a Dispatchr rule under Admin -> Dispatchr section wherein you can specify this field as the condition and the action to skip the notifications.


Now , the agent can select this field and then create a ticket for the user. The dispatchr rule would kick in and make sure that there are no new ticket notifications generated for this ticket .


Cheers!

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