We currently deactivated the standard requesters notifications in freshservice and are using workflow automators instead for one and only reason: exceptions cannot be configured in the standard notifications settings to avoid notifications being sent to specific requesters. This is needed because some of our requesters are also our suppliers, they're of course using ticketing tools at their side and enabling notifications for them creates loops of notification messages being sent between their system and ours.
Would it be possible to add that feature (exceptions list) for each type of notifications so that we could use the freshservice standard requester notifications instead of automators ?
Future Consideration
Exceptions list for requesters mail notifications
+2
Having the ability to have some conditions or rules around the notifications would be helpful. We do not want the out of the box notifications because we don’t want any external people receiving the notifications. While we use a workflow for one workspace, we are unable to do that in another workspace because we use auto-assignment which bypasses workflows as they are system events and therefore workflows aren’t triggered. It is causing a lot of chaos for us that really is a huge pain point.
+10- Top Contributor ⭐
Absolutely a fantastic idea! We should have the ability to implement rules for notification purposes, but they don’t exist - they are either on/off. We should have more control than that.
+1Two years and no traction on this? I’ve ran into this issue at multiple companies. We need to be able to skip these notifications for specific requesters.
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