I need a way to disable the "Ticket Reopened" notification. The FUNCTION itself is very useable to us, however receiving the notification e-mail "Ticket Re-Opened" every time the ticket is reopened is flooding our helpdesk.
The "Ticket Re-Opened" Email is triggered by a default observer rule in your helpdesk. This can be disabled by going to Admin--> Observer and editing the default rule " Automatically reopen tickets when the customer responds".
4 people like this
over 4 years ago
I have this problem also – I'm already receiving an email when a customer responds. I want to have that. But I want to also have ticket re-opened with a response – but I don't want two emails about the same thing?!
about 4 years ago
Janne, you can remove the action "Send Email to Angent" of the Observer rule
Comments to this discussion are now closed!
Sign up for Freshdesk today
Start your 21-day free trial. No credit card required. No strings attached.