Hi,
Is it possible to prevent users to receive emails when a workflow is closing a ticket from a specific category or specific service request?
I know its possible to skip new ticket email notifications, but is it possible to skip ticket close email notifications too?
I doesn’t found anything related to this in the actions.
Thank you,
Thank you to the community based on this post, this is something I would not have known about unless it was posted here. I implemented the REOPEN workflow as in the article Zach posted and works much better than the default reopen workflow.
This is what the community is all about!!! Glad that you were able to get it to work and solve a problem that, I am sure, we all have faced.
Thank you to the community based on this post, this is something I would not have known about unless it was posted here. I implemented the REOPEN workflow as in the article Zach posted and works much better than the default reopen workflow.
Hello
Here is the solution article for building this https://support.freshservice.com/en/support/solutions/articles/50000000064-manage-reopening-of-resolved-closed-tickets-with-thank-you-detector
We use this and it has a success rating of about 85-90% of not re-opening tickets when a requester is just thanking us.
Hope this helps!
I realize something bad right now with the fact that I send emrail to requester using workflow….
If I solved the ticket and the user reply to say thanks (for example), I need to resolved the ticket again since we block the close option in our environment for multiple reasons. Each time I put the status “resolved” on a ticket send a new email to the requester.
Is it possible to add a condition in workflow to prevent that?
Maybe with API request or something else that will check in activities if a resolved email has been already send?
Thank you so much,
No problem
Thanks, I just create the workflow and seems to work great for the close email notification. I will do some test in 2 weeks when all the business is close :)
Thanks for your time
Yeah, but do you know the good way to do it?
If I disable the close ticket email notification for example, how I can force it to be enabled for everything except a specific category or specific Service Requests?
Because there is noting in the workflow that allow me to send the close ticket email notification. Only skip the created email notification action
Thank you
“ You could disable those and then use workflow to handle email notifications, then you would have the ability to isolate them on any condition you set forth. “
This is exactly how we handle this situation where we want more control over the emails sent from the system.
Hello
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