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Requesters are getting email notifications of phone calls
Answered
Posted Nov 11, 2021
Recently we have found that Requesters are getting email alerts of phone calls. See screenshot below where they are getting the data dump of Call from, Call to, Length of Call, Listen to recording (which obviously doesn't work), etc.
I looked at Events and found that a trigger was being hit, I believe it's just the native Zendesk "Notify requester of comment update". I thought I might add some conditions of the ticket not being Channels of phone calls, but it's still not working - can you help me from preventing Requesters of getting email alerts of phone calls.
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2 comments
Sean
This is what Requesters are seeing. Obviously we don't want them getting email alerts of internal call logs
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Heather Rommel
Hi Sean,
I think there's a setting hiding in Talk that determines whether the call details will add a public comment or private comment to a ticket.
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