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

Hayley Bell_ggw8xn

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

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