Does anyone know of a way to prevent a requester from receiving duplicate status emails from our system. Here's the situation:
A tech receives a ticket and works it to completion and submits it as resolved. Later they realized they forgot to input some piece of information that we would need or they needed to update something in the ticket. (This could be linking the ticket to a problem, updating a ticket field, etc.) In order for Zendesk to take the change they have to hit 'submit as resolved' which ends up going back to the customer resulting in the requester seeing two resolved emails for the one ticket.
Any ideas are greatly appreciated. We came from another ticketing system that had a flag where you could unselect the "send email to requester" before you hit submit so you could update the ticket and not have to worry about the email being duplicated to them. It was like an manual override to the email trigger.
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