Sending a different email message to users for agent-created tickets Follow

Comments

4 comments

  • Avatar
    Alice Ramos

    Can I exclude some end users from receiving the Notify requester of received request? 

  • Avatar
    Katharina Beckmann

    Hi Alice,

    I guess you could probably exclude users with specific tags from receiving the notification?

    Just add a tag (for example "no_acknowledgement") to the user account(s) which should be excluded from the notifications and then add this as a condition to the trigger:

  • Avatar
    Jessie - Community Manager

    Thanks for helping out, Katharina!

  • Avatar
    Lee KB

    Note that if you are using something like ChannelReply to integrate with Amazon, you need to add a condition to not trigger when the ChannelReply-specific tags are present. Otherwise every incoming email will trigger this.

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