If we have the Email Notification to email the requester when their ticket is created enabled, is there a way to say not to send the email. Here is the scenario-customer calls in, we resolve their issue with them on the phone. We still want to track the ticket, but we don't want to email the customer, since the ticket was opened and closed at the same time. Options?
This topic has been closed for comments
+12Hello Kelly,
Did you get a chance to try the Dispatchr' automation? You can create a rule that skips the new ticket notifications for the customers (Use the action 'Skip new ticket email notifications') based on the following conditions:
- Source is 'Phone'
- Status is 'Closed'
This way, any new ticket created via phone and closed at the time of creation, will be identified and the notifications would be skipped.
Cheers!
Join the Community
Already have an account? Login.
Sign in to the Community
No account yet? Create an account.
Social Login
Login with LinkedInor use your username
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.