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Can I stop a customer notification being sent if there is one already being sent?

Hi All,

I have multiple customer notifications setup to be sent out to the ticket raiser/reporter, these notifications are for mainly when the status changes on a ticket, someone is assigned to the ticket, ticket is open/resolved.

The problem I have run into is when a ticket is completed/resolved the user receives 2/3 emails for each notification, is it possible to set it so that when a ticket is resolved only the resolved notification is sent rather than the status updated notification/resolved notification and comment added notification being sent.

I don't want to have to completely disable the notifications as it will be useful for users to see when a ticket status has changed/comment has been added etc. Is there basically a way for one of the notification to take priority?

Cheers

Harrison

1 answer

0 votes
Brant Schroeder Community Leader Apr 21, 2021

@Harrison Drew Welcome to the community.  

You could disable the customer notifications that are giving you issues like status change and closed.  Then create a custom notification that incorporates the logic you want to only send a single email to the customer.  

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