Is it possible to TURN OFF the email notifications for when Notes are added to tickets? We can modify almost all the other email notifications, but not the notifications for notes.
Notes are added to tickets on a regular basis. Support members are expected to regularly keep tabs on their open tickets. So these unnecessary notifications just flood our inboxes and get ignored.
+8Hey Kimberley,
If you are talking about the "Private Notes", unfortunately there isn't an option to turn this OFF at the moment.
But, we will try and open this notification for customisation in future. Sorry about the limitation here, Kimberley.
Anna
+12Hi,
We've opened up the notification template for Note added to a ticket. It still stays as a mandatory option that cannot be turned off.
Cheers!
+1I don't understand why this has to be a mandatory option. It is a waste of time because, as Kimberley said in the original message, our agents don't need to be told an update has been added because they are constantly monitoring their open tickets. Can this be reconsidered so we have the option to have it on or off?
I don't understand why this can't be switched off?
Could you at least filter the notifications so that the Agent who owns the ticket isn't notified when they add a note on their own ticket?!?
+3We've got an integration with JIRA and our Freshdesk, so every time an agent pushes a ticket into JIRA, it adds a note, and sends us a notification email that we don't need. Can this one be made optional please?
We would also really like to have this optional! Our team is getting flooded with Note Added - [#{{ticket.id}}] {{ticket.subject}} in our personal inboxes. All the other notifications can be configured but the 3. User Activation Email is fine turned on as with Agent Invitation Email.
Note added to ticket though is critical for us to have turned off.
There's even a place for this:
Thanks for your consideration!
Hello All,
We understand that you would like to make the "Note added to ticket" notification as an optional one and that's a completely reasonable ask. We have this one already added to the list of requests. We would make to sure to make some noise when this is available.
Has this been implemented? I have one agent that is getting these notifications and I can’t find a way to turn them off.
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