Ability to prevent duplicate email

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  • Jessie Schutz
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    Hi Kristen!

    The notification you're referring to is controled by your Notify requester of received request trigger. In it's default state, that notification should only be sent when a ticket is set to Solved and there is a public comment present in the ticket. So there are a couple of things that could be happening here.

    If you haven't changed the conditions of this trigger, then your techs are adding public comments to the ticket before they update it. Because the ticket is being updated with a public comment, the notification will be sent out. This can be avoided by using the Internal Comment function when adding that information; that way, the notification won't be sent.

    If you've changed the conditions of the trigger, you'll want to review them to make sure everything is set up so that your customers are only notified when new public comments are added, not when any other changed are made to the ticket.

    Please let me know if you need any more help with this!

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  • Nicole - Community Manager
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    This post has been closed for comments due to inactivity. If you have a follow up, related, or new question, please create a new post. 

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