Sometimes, we get suspended tickets from customers that use a different email in their reply to an existing ticket. What we need to do is merge their reply with the existing ticket. The only way to do this is to first recover the suspended ticket then perform the merge. The problem is, when we recover the suspended ticket, an email is sent to the customer telling them this is a new ticket. I wish there was a way to avoid sending a notification to the customer when we recover the suspended ticket so we can just perform the merge without making a big deal out of it.
Is there is something we can add to our triggers to avoid sending a notification to our customer when we recover a suspended ticket?
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