How to add a customer to organizations without that customer receiving notifications

[Jo Berkeley]

Hi

We're setting up JSM as follows:

Approx. 150 customers, most customers will be allocated to 1 or 2 organizations. We'd like these customers to be able to see and receive notifications for any requests in their organization. 

The problem is that we would also like the team managers to have access to view all requests in the portal (the proposal is that we do this by adding them to every organization), but we do not want the managers to receive notifications for every request, and asking them to manually off the notifications each time a request is raised is not a realistic solution. 

I can't find a way to do this without changing the Customer Notifications, which then removes notifications for everyone, which also isn't a solution we want. 

Is there any way to achieve this please? I think ideally we would like something like a supervisor role added as the managers are not customers nor agents. 

[Marc - Devoteam]

Hi @Jo Berkeley 

You will need to remove the customer notifications and create automation rules, that will sent out notifications.