Option to not mail when waiting for customer

Erik Boneschansker

Hi there,

When make the transition to "waiting for customer" we will ask for a user to test something in our company. Sometimes they will just reply back with OK  

Then the ticket goes back to the status "in progress".

But when I put it back to "waiting for customer" It will again sent out the email that the status has been changed. 

This is quit disturbing for the users to get all these mails.

Is there an option to choose if you want to mail or not to mail when changing the status?

Dan Breyen

Hi @Erik Boneschansker I'm pretty confident this functionality doesn't exist today. Itook a quick look at Atlassian's Jira site and found JSDCLOUD-11805 

If that would help you , I would suggest voting for and watching it for updates.

You may want to check your existing Automations, as having the system change the status from 'Waiting for customer' to 'In progress' when a customer replies is not part of the standard implementation, but an Automation from the library. You may want to reconsider the use of this automation or tweak it a bit so it could possibly handle this situation differently.  I stopped using that automation for that exact reason.

Hope that helps.