Customer Notification - Request resolved

Question

Hello,

We have this Customer Notification that sends an email to customers that the issue has been resolved and so on.

I would like to know if there is a way to exclude one of our closed status which extend the time we have to work on the issue and send a customize email when we put the issue in that status.

Thank you.

Fatoumata Siga Coulibaly · Answer

Hello,

Okay i will try that and see.

Thank you for the tips.

Marc -Devoteam- · Answer

Hi @Fatoumata Siga Coulibaly

Yes, but this requires a redefinition of you setup.

You will need to disable the default customer notification on the project and create an automation rule that will send out an email based on the issue being resolved.

By using conditions on the automation rule you can determine what email will be sent based on which resolution status, by using an if/else clause in the rule.