Turn off notification per ticket per individual customer from Service Desk portal

Question

Problem:

In order for a customer (not reporter/creator of a ticket) to be able to view the content of a ticket, the ticket needs to be shared with the cusomer. However, as soon as the customer is added as participant of the ticket (ticket is shared with her) she receives email notifications for every public comment that is added to the ticket or status of the ticket is changed.

Expected Solution:

How an individual customer (user) can turn off notification from the Service Desk portal for single ticket while she remains the watcher/participant of the ticket?

Jack Brickey · Answer

@Arsham Mazaheri, yes if you want all clients w/in a given Organization to be able to view the issues that have been created by someone w/in the Organization then ultimately need to be a watcher. You may be able to adjust the Customer Notifications to get limit the notification to meet your desires.

Arsham Mazaheri · Answer

@Jack Brickey actually my clients need to be the watcher of a ticket if they want to be able to see a ticket in their portal otherwise they cannot find the ticket in "All reuqest" list of tickets.

So they want to be able to view a ticket whenever they need to, but not to receive all the notifications from the activities in the ticket. This is mainly the case for the managers who want to be able to view the progress in the reported tickets by their team but not to be involved in the discussion so not really needed to receive the notifications.

If there is any other way to be able to view a ticket in Service Desk poratl but not be "watcher" or "participant" of a ticket, then that may help also.

Jack Brickey · Answer

@Arsham Mazaheri, i'm confused by your expected solution. The purpose of Watcher is to get notifications of updates. If you were to turn off notifications they would no longer be a watcher. You can't be a watcher and not receive notifications. Maybe I'm misunderstanding you goal here.