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Closed for Voting

Option to NOT send emails to agents on closed/resolved tickets

Related products:Freshdesk
  • February 28, 2012
  • 9 replies
  • 56 views
S
Apprentice
We would like to see an option/feature to Update Ticket/Close Tickets etc without any Notifications to Agents/Users etc.

Since Freshdesk currently does not permit a 1-click Close/Resolve when an agent can resolve on the initial contact, they must answer the customer, click "Send and Resolve" then make the proper status/group/product/agent assignments on the right of the ticket.   Freshdesk will then generate an additional ticket to that agent which is nothing more than useless e-waste to fill up the agent's email box.

This is particularly painstaking when performing a weekly audit of support tickets and after a few days go by an a closed ticket needs to be reassigned to the proper product group - yet another ticket goes out to an agent with no indication that the ticket is closed and no action is required.   It is time consuming and unnecessary.

What I would like to see is at least an option to turn off emails being sent to agents on closed and or resolved tickets.   Anyone else care to weigh in on this?
 

9 replies

M
Apprentice
  • mike_10132
  • Apprentice
  • April 18, 2012
I couldn't agree more, this is pretty important guys.

I would also like to see the ability to automatically reassign tickets to different requesters - this would help out with say RMM alert management (Supervisor rules would obviously need to support this).

- a ticket is generated via 3rd party RMM system from a single email address (the RMM mail account, generally one sending account is supported by RMM tools).
- a Supervisor rule looks for certain info in subject or body (RMM alerts themselves are configured to contain client specific references in subject or body).
- the ticket is reassigned to a requestor specifically set-up to be assigned RMM generated tickets on a per client/company basis (each company in Freshdesk is set-up with a customer/requester exclusively for RMM alerts).
- the appropriate group or agent responsible for dealing with this particular RMM alert is then emailed by Freshdesk (alerted).
- The issue is resolved and the ticket is manually closed by the agent without sending a notification to the requester. Resolution time is logged etc.
- at the end of the month a report can be generated for all tickets assigned to and closed out for each companies RMM requester, allowing us to report on outages and the manner in which we responded and provided a resolution along will billable time etc.

So by enabling the reassignment of tickets to requesters within Supervisor rules, the above scenario can be realised - effectively making FD a bit of a PSA system when coupled with Capsule and Freshbooks.

I absolutely love the Freshbooks API integration. Well done, far better than Zendesk's equivalent. Keep you price point affordable, and continue developing features with ITIL in mind and you'll totally have a Zendesk killer (you pretty much already do in my opinion).

M

aravind.sundararajan
Skilled Expert
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Folks,


In order to not trigger any notification for the Close action, the agents can use the Shift+Close button option on the ticket details page or list view page. Here's a quick read on the option : https://support.freshdesk.com/support/solutions/articles/225157-how-to-close-a-ticket-without-sending-an-email-notification-to-the-customer-


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
C
Contributor
  • craig_14155
  • Contributor
  • January 29, 2018

No, we need an option in the Email Notifications sections to disable all Closed ticket notifications. Not one at a time skip notifications.

aravind.sundararajan
Skilled Expert
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@Craig You can do that under Admin -> Email notifications -> Requester notifications section. All you need to do is to turn off the "Agent solves the ticket" & "Agent closes the ticket" options. Am I missing something here?


Cheers!

Are you interested in learning more about how our services can help add value to your business? Check out our Professional Services - https://www.freshworks.com/professional-services/ to know more & get started.
C
Contributor
  • craig_14155
  • Contributor
  • June 5, 2018

Yes, that works. Turns out I already had it set that way and just forgot about the option. But the last answer was phrased like you had to do it one by one. Cheers!

T
Community Debut
  • thiago_15251
  • Community Debut
  • January 9, 2019

@Aravind, that does not solve the problem. That only stops the 'Requester' receiving the solved/closed email. The original post is about the 'AGENT' receiving pointless emails when a ticket is solved/closed. The one my agents get right now says: 'An automation rule has closed a ticket you are watching'. How to turn those off? They're only 'watching' because they're 'solving' it. So when they solve/close, they don't need a notification about it.

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A
Community Debut

@Thiago Using the Agent notifications under Admin >> Email notifications we would be able to control only the notifications that are sent out when the agent is assigned with a ticket. But in instances where the agent is added as a Watcher to a ticket, we currently do not have the option to control the notifications sent out for the same. But, we will try and open this notification for customization in future. Sorry about the limitation here.

T
Community Debut
  • thiago_15251
  • Community Debut
  • April 13, 2020

Wow, what a customer service, what a support! Not only the reply comes over a year later but it's also not helpful.

Now tell me, don't you think it's very annoying to have an inbox like this? It's like FD doesn't even care about the user experience.

Well done, FD! I'm glad we're about to switch.


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A
Community Debut

Hello Thiago,


Apologies for the delay in responding.


That's a completely understandable ask and we have this one already added to the list of requests. We would make to sure to make to update you all once the feature is available.



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