Reporter recieving two notification emails when 'Shared with customer' and an '@mention' is used

[Hayley Bell]

Hi,

I am trying to configure Reporter(customer) email notifications for public comments.

Currently reporters do not receive email notifications when a  'Share with customer' comment is added. This is due to the customer notifications setting for 'public comment added' not being sent to 'Reporter (customer)'.

However, reporters receive an email from public comments because they are '@mentioned' by agents - but this isn't always the case as some agents don't/forget to use the '@mention'.

So, I have added 'Reporter (customer)' to the 'public comment added' customer notification settings.

Now they receive an email if the public comment is added.

But, when a public comment is added and the '@mention' is used for the reporter, it sends two emails notifications. One for the public comment added and one for the '@mention'. 

Is there a way of sending only one email if both actions (public comment and @mentioning the reporter) are used together?

Thanks 

[Ste Wright · Accepted solution]

Hi @Hayley Bell 

Seems like a simple question (as I'm not sure it is possible to limit the second email) - but now that you are sending an email for the public comment, can't you just ask all Agents not to @ mention?

Ste

[Hayley Bell]

Agreed but thought if possible it would be easier to change a setting than change about 100 agents from '@'ing customers and risking two email notifications.

[Ste Wright]

That's fair, but it's not possible as far as I know.

There are feature requests (with workarounds) - for example JRACLOUD-69612 - you can check out

Otherwise, I'd instruct agents to not @ mention unnecessarily :)

Ste

[Hayley Bell]

Thanks for your help Ste!

[Ste Wright]

No worries Hayley!

If this answer helped resolve your query, could you accept it - so others know it can help them too? :)

Ste