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skip email notification action for supervisor and observer

Related products:Freshdesk
  • April 29, 2014
  • 8 replies
  • 37 views
P
Contributor

We don't want customers getting emails for every status update as some of our work flow is internal and not a requirement for our customers to know.


Dispath'r has the option to skip email notification. It would be good if you could add actions in observer and supervisor to skip notifications as well.


I know we could switch off all customer notifications and set them up manually in supervisor/observer, but this is a lot of work if you only want to skip notifications in a few specific scenarios.



8 replies

J
Contributor
Hi Paul,

For internal communication, agents can use "Add Note" option instead of "Reply" from a Ticket.
By default, the note is private and notification is not sent to the Customer. 
Only when "Visible to Customer" is set to YES, an email is triggered.

Also, Notify Agents can be used to tag agents to a ticket - bringing it to their attention.


Let me know if are any other specific notifications you are looking to skip.


P
Contributor
  • pault
  • Author
  • Contributor
  • April 29, 2014
Hi thanks for the reply, but that's not quite the problem. Customers receive emails when the status is updated regardless of comments being added. We don't want them to get all of these. In particular we use integration with jira. When someone updates status in jira it updates in freshness and sends an email. We want our fresh desk tickets status to match the jira ticket so agents can see status of dev work. This isn't necessarily something we want customers to get updated with. Cheers Paul
J
Contributor
Thanks for writing back Paul.
Between Freshdesk and Jira,  4 status - Open, Pending, Resolved and Closed can be synced. When ticket status is changed to Resolved / Closed tickets in Jira syncing will update the status and trigger a mail to customer( if notification is on). I believe the ability to switch off these two notifications for JIRA integration alone when status sync is on is what you are asking for. Is this the case for any other scenarios?
P
Contributor
  • pault
  • Author
  • Contributor
  • May 1, 2014

Oh really it only syncs the basic status? I thought it would just match the status if it exists. That would make much more sense. I was wondering why in our testing the status was being updated incorrectly in fresh desk. For example we have a status in JIRA of In Progress, when I update a JIRA issue to in progress it sets the FD ticket to Pending! This is completely unusable functionlality, I'm going to have to disable JIRA status integration if that's the way it works. Are there any plans to fix this bug, but also please fix it so it will update status in freshdesk to match if it exists for any status, not just those 4.  


I'm surprised you haven't got all these little quirks outlined in the documentation. Well not documentation I've been ale to find anyway. It would have saved us a lot of time and effort trying to work out why it wasn't working and what we were doing wrong.


Cheers

Paul



P
Contributor
  • pault
  • Author
  • Contributor
  • May 5, 2014

Hi, any further update on this?


Cheers

Paul

A
Contributor

Paul, I'm terribly sorry about that. I've updated the documentation since (it's actually a solution article), making it clear that only the default statuses sync. I've passed this issue onto the dev team as well and I have a workaround for you (of sorts). I know you want to send out notifications to customers only in certain circumstances but since that isn't possible at the moment, I'd recommend that you make sure that every time a JIRA issue's status is updated, a private note is added to the Freshdesk ticket. This way, the agent who's been assigned the ticket, will be the one who receives a notification. He can check out the issue, manually change the status and send out responses, if necessary. I know it's a bit of a stretch, but I'm afraid it's the only solution at the moment. So sorry about that. 

P
Contributor
  • pault
  • Author
  • Contributor
  • May 6, 2014

Hi Aishwarya,


No worries, thanks for the update. I've found a possible solution/workaround, but I haven't been able to get it to work yet. I've set it to add a private note and I'm trying to use observer to watch for new proivate note added, then check the contents of last interaction contains the JIRA status comment. If it finds it update the status. I've setup a new observer rule for each status we have. So far though I haven't been able to get it to work. Any ideas if this approach will work?


Cheers

Paul

P
Contributor
  • pault
  • Author
  • Contributor
  • May 6, 2014

I have a support ticket open in relation to the observer rules issue. I've done some further testing and for reference it seems to be that the search string can only be a single word, it doesn't support a phrase such as "JIRA issue status changed to In Progress"


https://support.freshdesk.com/support/tickets/111839



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