Hi, you can disable the email under email notifications - tickets - requester notification - agent adds comment to ticket. Create a workflow where you can add an event node - “ticket is updated”, then use an expression node,

Use this expression - equals('{{ticket.actual_requester.email}}','{{ticket.from_email}}') , make sure to select the "expected output" field as "boolean", since we'll be using "TRUE/FALSE" to trigger the action. If the two emails don't match, then it means requester email is different from requested for email, and it will give a "FALSE”. 

The insert the condition node as suggested below : 

Finally you can setup the action node - send email to - requested for and include all the required placeholders in the subject and body of the ticket

​@Nav_in thank you for the detailed response!

This begs another question: Wouldn’t the equals() expression only ever evaluate to TRUE if a ticket was generated with requester and requested for being explicitly set to the same user? I am taking a guess that if requester is actually a client, then requested for would likely not be filled out and would thus have a null value, meaning equals() would evaluate to FALSE, and then the workflow would try to send an email to a null requested_for email.

That is, unless Freshervice automatically sets requested_for to the same value as requested, if it isn’t filled out?

UPDATE TO OP: I realized I misspoke when I initially said “ when we reply to the ticket, the client receives an email to know we are working on it, but we also receive an email”. This is untrue. When I create a ticket with me as the requester and a client as the requested_for, after implementing your suggestion above, it does properly send a new ticket email only to the requested_for user, so thank you for that.

However, When I reply to this ticket as the agent, it is still only sending emails to my agent email, unless I explicitly add the requested_for user as a CC in my reply, because the reply is force-set to me, the actual requester (see image below).

I have a feeling I and other agents will sometimes forget to CC, so an automation would be helpful to send the reply to the requested_for user. I did write an automation against the Reply is sent event, and I check the following:

This does work to ID that I sent a reply, so make sure to send it to the requested_for user, however I still receive a reply since my agent is the requester and you can’t choose the initial recipient in replies within the ticket interface. Additionally, using this workflow breaks the email thread that is sent to users from the built-in email notification Agent adds a comment. 

- Jack C

Hi ​@Jack_C , To answer your question, yes, the condition will only trigger to TRUE if both requester and requested for emails have the same value, i.e., they are the same user. Upon testing the workflow by giving a value to “requester email” and no value to “requested for email”, I could see that the condition doesn’t work. Incase, the requested for email is taken as null by the system in the backend, then it would definitely generate a FALSE condition. We can add an action node below the condition to trigger an email to the requester in this case.

In regards with the workflow breaking the email thread, you might need to setup an automation that will CC requested for email to all the responses sent by the agent. However, any disruption in the email thread will affect the ticket creation or create duplicate tickets for replies made. An automation can be used to replace the default ticket emails, but it complicates the system and might cause disruptions. I’d suggest you reach out to Freshservice support team to play it safe. Meanwhile, I’ll replicate the scenarios and check from my end to see if any workaround is possible as well.

Aap Freshservice workflows ya email notifications settings ka use karke agent-requester ko unnecessary emails bhejne se rok sakte hain. Alternative ye hai ke client ko requester banayein aur agent ko "on behalf of" note mein mention karein.