Reduce Service Desk notification emails

Jim Bodenschatz

Our customers are complaining about getting too many emails from the service desk. From what I've found, disabling the SD notifications and editing the notification scheme completely stops sending emails to customers. This isn't what we want; we want the customers to get notifications only when agents add public ("Respond to customer") comments.

Is there any workaround for this? Anyone found a creative way to limit the number of emails that SD sends to customers?

Thanks!

Jim Bodenschatz

After some further research, I saw the discussion in JSD-971, which references this article. Based on that information our workaround is to set all of the status names to "Open" except for the Resolved status, which we are leaving at "Resolved". Now, our customers are receiving notifications only when:

• They enter a new request
• An agent comments on their request (this is key and it's documented only in JSD-971)
• An agent resolves their request
• An agent reopens a closed request

This is much, much better. 

- Jim