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Customer notification after automation status change



I have a little problem. I created an automation for a service desk which changes a specific status to another, if a customer adds a comment.

We also use the customer notifications for status changes. For these e-mails, the names of the agents are used, who are changing the status. But for status change made by my automation, my name is used in the notification mail.

Is there a way to send these notifications always in the name of the ticket assignee or a general system name?


Thanks a lot

1 answer

Hi @Rouven Hillenbrand 

Your name is used because you are probably the owner / project lead.

We created a generic username with a generic name (companynameBOT) and assign the automation rule to this name. 



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