Remove group cc & triggers from internal comments
AnsweredWe have all assignee triggers deactivated, but anytime someone adds an internal comment to a ticket our whole group gets a notification.
1. Can we disable this somehow?
2. Why are we required to have groups for tickets in the first place? This is not helpful to our workflow.
Thank you,
Lizzy
-
Hi Lizzy,
If you're agents are still receiving an email notification then there may still be a trigger activated that is sending out this information. I recommend taking a look at the ticket events of your ticket to see which trigger is firing and sending out these notifications.
If you have any troubles locating these triggers let me know and I can create a ticket on your behalf to troubleshoot further :)
Cheers!
-
@Brett I have a similar question: when my fellow agents add an internal comment to a ticket they are automatically added as a CC on that ticket. How can I disable this?
Please sign in to leave a comment.
2 Comments