I would like it to check and see if the person entering the ticket is the person being notified before it generates an email. If I type the ticket I do not need to know the following:
1) Ticket Was Created (I just typed it)
2) Ticket Was Received ( I just typed it)
3) Ticket Was Assigned to me (I just typed it)
Maybe this could be a personalized setting in Agent Setup. Checkbox that says receive your own notifications.
Any other thoughts on this?
This would be my highest request. I'm using Fresh Desk to AVOID more email, not to create more (at least unnecessary email).
Hi Ron/Jack
Maybe you can check the Observer feature, in which based on any configured Event, you may trigger an action and this action can be to Send Email to Agent or Requester or Group etc.
regards
Vijay
+12Hello,
Freshdesk automatically detects the ticket creator and doesn't send the notifications to these agent in these cases. Also, if the agent wants to initiate an email conversation with the customer, he/she can create a new outbound email instead of creating a new ticket.
Cheers!
Already have an account? Login
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
