Skip closed ticket notification as part of dispacth'r / observer / supervisor rules

Hi,

You should be able to stop specific notifications for your customers under Admin>Email Notifications>Requester Notifications. 

There are 'Agent Solves the Ticket' and 'Agent Closes the Ticket'.

Thanks for your reply Harry,

The issue is I only want to stop it for some tickets rather than all, and want to be able to set a rule for the tickets that I don't want notifications sent on.

Been trying to do a workaround by creating a new "closed by rule" status that wouldn't have any notifications against it, but then that didn't work because the new status can only be treated as open or pending (and therefore was showing that we were missing SLAs, etc.).

Dear Simone, we have disabled the 'Agent Closes the Ticket' notification under Admin > Email Notifications > Requester Notifications and use an Admin > Observer rule to close the case 3 days after the status is set to resolved.

Therefore, we have the option to change status to Resolved, where the customer is notified ( the notification informs them that they have 3 days to object and reopen the ticket, or it will be closed with no further notification ) and the Observer eventually sets it to Closed, or to change status straight to Closed, where the customer is not notified.

 

Dear Thanos, thank you for your reply.

We originally wanted to keep closed notifications on, but I'm not too sure why as it doesn't add any value to our support process, so this is a great workaround that resolves all our issues.

Very helpful.

BTW, I meant Supervisor rule - not Observer rule. We just modified the default Freshdesk rule:

 

I have the same need.  We want closed notifications to go out, but not to certain customers and customer groups.

For example, I don't want a closed notification to go to my company's IT Help Desk when they email something to us.  It just reopens their issue.

Also, have a rule that tags any email that matches with a specific tag when it comes in.  I want the ability to not send the new issue email, nor send the closed issue email when it's actually closed.  Reason is that we intercept emails for a specific sales team and the rule forwards the issue to that team.  We are finding that the submitter is getting emails from my team that do not need them, because it's just confusing the customer.

We receive automated email updates which we need to action but they are from un-monitored addresses so we don't want to sent notifications back to them.  It would be ideal to set a flag on certain tags or contacts for them not to receive automated emails from Freshdesk.