After many communicating with Freshdesk agent and found out there is a bug that it can’t be solved.
We want to send client with CAST (customer satisfaction) based on their language preference (our setting is English, Swedish, German and French) so we set the email notification to the requester which is the only way we can do in several languages however at the same time, we want to exclude CAST from some email, for example our vendors and colleagues, so we put the exclude tag setting in Automation and ticket update. With such settings as a matter of fact create the ‘conflict’ and turns out some people still receive both emails.
