Can we disable users from getting email notifications containing all the original attachments every time there is an update?

Question

Hi, whenever a user updates a ticket, it seconds a notification that contains all the original attachments attached in the case. Such as someone making a comment, it'll send a notification that someone made a comment along with all the original attachments. Our customers are asking if there is any way to disable receiving the attachments. They want just the notification but not with all the attachments.

Thanks,

Mai

Mai Tran · Answer

Hi Logan,

They are updating through the website only.

I just got verification from the users. They actually get two different emails whenever somebody comments on the case. They first get an email with attachments. Even though nobody uploaded attachments in the case. The attachments can't be open. Then they get a second email that says somebody commented on the case. So we want to figure out how to get rid of the first email with attachments.

Thanks,

Mai

Logan G Hawkes · Answer

Are they updating via email or through the web site? If they update the issue by responding to an email notification then the entire contents of the email (attachments included) will be added to the issue as a comment. That means that each comment will include the original issue and all subsequent comments.