We were investigating a way to have a queue with the "to do" tasks concentrated for our agents.
We came up with an automation, which will add a specific label to the ticket, every time that a customer will add a comment.
And when the assignee replies back, the automation will remove that label.
After that we set a personalised queue for the agents, and in general it worked pretty well.
But we face only issue.
The automation is using, lets say, "atlassian.bot" user as actor.
And when a change is done from that actor, "a label is added"/"a label is removed", that will pop up in the bell notification, which will result in a massive/useless amount of notifications, to the point that the agents can not longer properly track the important notifications.
My question here is... which is the best way to filter out those notifications?
Keep in mind that we do need to use the bell notif. area, since the agents can get notified for mentions, tags, etc.
First of all, I'm going to introduce myself. My name is Gorka, I work as product manager in Appfire Although this is my first public article in the community, I've been around since 2013. I starte...
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