Email send to costumer when case is created.

Question

Hi,

I whant that when a costumer sends us a case that they get an email that confirms that we have received it.

I have managed to do that, so now they get a email that "this is your case number and this is what u requested"

But i dont whant that when we in house make a case, say they call inn to the phone, we still make a case on them, but we dont need / whant them to always get an email.

Is there a way to make it so that only an email is sendt back when they send in to us, and not when we make one?

(sorry english is not first language)

Kim Nyland Mathisen · Answer

This is a good idee, but the problem is that our "customers" are all in house. But thanks for the idee :)

Kim Nyland Mathisen · Answer

Thanks. Will try this when the global manager is back. I can't do this yet with what i have acces to. :)

John Funk · Answer

Hi Kim - Welcome to the Atlassian Community!

I would add a custom field - something like a Radio button with a default of Yes. Then when your agent creates the ticket, they can change it to No.

Then add a Condition to your current Automation rule to check to see if the value of the custom field is Yes.

You could also do it by setting a label or Component field value.