Submitting a ticket before removing a CC so they do not receive the notification

3 Comments

  • Kay
    Community Moderator

    Hi Mihaela,

    This has been a difficult topic for years. The only thing that comes to mind (and not sure if it helps you).
    Instead of setting it for all triggers, you could set-up a checkbox 'Only send this reply to requester'.

    Then you configure two triggers, one if it's checked (only notify requester, and reset the checkbox) and the other one if it's not set (notify everyone).

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  • Mihaela Dragota

    Hey Kay,

    That actually sounds like a good idea, thanks!

    I just want to confirm with you before providing this workaround further: if we were to set up this combination of checkbox and trigger, would we need to 1. check the box, 2. submit the ticket, 3. write the reply, 4. submit the ticket? Or would only one ticket submission after checking the box and writing the reply be enough?

    Thanks,
    Ela

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  • Kay
    Community Moderator

    I haven't tested it, but a single submission should work.

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