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BP3

Joined Apr 16, 2021

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Last activity Apr 02, 2024

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BP3 commented,

Community comment Feedback - Ticketing system (Support)

We are also interested in this. For us, we have customers that we interact with directly via Teams. It would be a great way to more easily move/track those customer interactions if we could create a ticket from any team's channel. 

View comment · Posted Apr 02, 2024 · BP3

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BP3 commented,

CommentGeneral questions about email and email template

Jacob, 

Your idea of the no_email tag is a great one. I used it to stop sending an email to a user that is actually a ticketing system from a customer of ours. Basically, us sending them a response was causing a loop that resulted in the systems updating each other. So I just shut it down!

While this fixed the looping updates issue for me, it did introduce another problem. That is that any users that are cc'd on the ticket no longer get emails. 

The reason this happened is the trigger that sends the email doesn't have a way to break cc'd users away from the requestor. 

Do you (or does anyone) have any ideas on how I can stop emails from being sent to the originator but continue to send to people on the cc line? 

View comment · Posted Oct 07, 2022 · BP3

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