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Alerts to customer when add coments or close tickets

unknown

Hello!

Is there a way/setup to separate the email alert from reply ticket and closed ticket?

Because when I close the ticket, the first step is to fill the solution and after that, the ticket is closed but the customer receive in the same email the solution and the closed ticket message. (please see the picture).

I would like to separate one by one, is this possible?

Captura de Tela 2021-08-02 às 17.04.43.png

Thanks.

Thiago

Accepted answers

Angélica Luz

Hello @[deleted],

Thank you for reaching out to Atlassian Community!

When making several changes in a short period of time on a ticket, customers will receive all notifications at once, it’s not possible to disable that.

There is a feature request suggesting the implementation of this ability:

Ability to disable customer batch notifications

Please, click on vote and also watch to receive updates from our product teams.

Kind regards,
Angélica

All comments

Claudio Gonzalez_lvutyp

Hi @[deleted].

You can try change the Notification Scheme for the options "Issue Commented" or "Issue Resolved".

Also can disable "Issue Resolved" and create a Automation when you transition to state A -> B for send notification when doesn't exist a previous comment.

unknown

Hi @Claudio Gonzalez

Thanks for reply.

I would like to keep the alerts to the customer but I just want to separate the alert when issue resolved has issue comment in the same action.

The first option that you gave me, I can't to see how can I do that.

The second, I don't have sure, I am thinking ...

Angélica Luz

Hello @[deleted],

Thank you for reaching out to Atlassian Community!

When making several changes in a short period of time on a ticket, customers will receive all notifications at once, it’s not possible to disable that.

There is a feature request suggesting the implementation of this ability:

Ability to disable customer batch notifications

Please, click on vote and also watch to receive updates from our product teams.

Kind regards,
Angélica

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