Create ticket without sending notifications

I have the same issue!

We want to start a ticket off by creating it in Freshbooks and having it be sent to our client as an email, looking like an email. As far as our clients are concerned we want them to hardly realise we are using a ticketing system.

But when I start a ticket with a message like "Dear John, please send me XYZ. Thank you" it doesn't send John and email saying that, it sends him an email saying "A ticket has been created".

@Freshbooks support please explain how to start a ticket (as an agent) and send the notification out as if it were a later reply to a ticket.

@Gregory: Instead of using the create a new ticket option, the agents can send an Outbound email from the helpdesk. This would register a ticket and more importantly , look more like an email conversation as the notification for new ticket wouldn't be triggered in this case.

Cheers!

I have the same question that Bill Sholar 6 years ago. How can I create a ticket without sending the email notification?, rather than disabling notifications, creating the ticket, then re-enabling the notifications. There are some issues with our customers that they don't need to follow up and get informed. So we would like to create tickets linked to a customer and make an internal follow up, but we don't want the customer to get the email of that ticket.

@Jorge you can create an automatic workflow that when a phone ticket is created (i.e. when you click New ticket) the notification is disabled. In such a way you can create tickets without let know your customers you're doing it.