Hi , I am query. When a ticket is created it notifies to request participants even ticket is awaiting for an approval. We would like this way , Request participants get notified only after the approval process is completed.
It can be done using automation. You would have to turn off the customer notifications like Public comment added, Customer-visible status change and Request created and then set up the automation so it notifies all customers involved on the request after it has been approved.
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