By default, we have the Notifications settings for notifying the requestor (our clients) disabled. We do not want to notify our clients when tickets are created for their issues, due to various reasons.
However, on many occasions, we need to be able to create a ticket where we initiate contact to the client via the ticket. We're unable to do this without using a Reply or Forward--both of which remove the personal touch and feel to our e-mails that we'd like to convey. We would like an option--perhaps a check box or similar--that only appears when disabling Notifications to Requestors on New Tickets. Something that temporarily enables the ability to send out an e-mail to that one particular client for that one particular ticket.
Or, having the ability to e-mail a client by a separate "email description" text box when creating a ticket. Perhaps this field would toggle on when that check box is enabled. Thus allowing our Agents to Create a New Ticket, enable "Send Email to Client" and fill in "Email Description", and then hit "Create and Send".
The way we'd like it to work, we have different often technical information that we communicate internally to benefit our Dev/QA department and less technical user-friendly information that we communicate to our clients. We'd like the ability to send a different email body to the client than the description body that goes in our tickets, at the time that we create our tickets, but not have that option be the "all or nothing" Notifications setting as it currently exists.
