Hello,
I have this scenario:
A customer has an automatic program to send us the request (servicedesk@domain.it)
When I receive the request, I have an automation to handle the ticket, but I shouldn’t send email for received ticket to servicedesk@domain.it, but to other emails.
How I can handle this situation and add these emails to the automations?
Thanks
regards
Best answer by Aldrin
Hey
I am not sure if I got your scenario right, I assume you’re trying to skip the notification sent to the requester for the ticket raised to your support email servicedesk@domain.it.
In that case, You would be able to ‘Skip new ticket email notifications’ from Ticket Creation Automation, which skips the ticket-created notification sent to the requester. You can set up the rule matching your condition(tickets raised to servicedesk@domain.it), and perform this action.
The below image is a sample automation rule, showing the possibility of how this can be done.
This way, you skip the notification for tickets raised to servicedesk@domain.it.
Also, you can ‘Add a CC’ as an action from the automation itself.
Best!
Aldrin,
Freshdesk Community Team
Hey
I am not sure if I got your scenario right, I assume you’re trying to skip the notification sent to the requester for the ticket raised to your support email servicedesk@domain.it.
In that case, You would be able to ‘Skip new ticket email notifications’ from Ticket Creation Automation, which skips the ticket-created notification sent to the requester. You can set up the rule matching your condition(tickets raised to servicedesk@domain.it), and perform this action.
The below image is a sample automation rule, showing the possibility of how this can be done.
This way, you skip the notification for tickets raised to servicedesk@domain.it.
Also, you can ‘Add a CC’ as an action from the automation itself.
Best!
Aldrin,
Freshdesk Community Team
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