If you are talking about the "Private Notes", unfortunately there isn't an option to turn this OFF at the moment.
But, we will try and open this notification for customisation in future. Sorry about the limitation here, Kimberley.
about 2 years ago
We've opened up the notification template for Note added to a ticket. It still stays as a mandatory option that cannot be turned off.
10 months ago
I don't understand why this has to be a mandatory option. It is a waste of time because, as Kimberley said in the original message, our agents don't need to be told an update has been added because they are constantly monitoring their open tickets. Can this be reconsidered so we have the option to have it on or off?
6 months ago
I don't understand why this can't be switched off?
Could you at least filter the notifications so that the Agent who owns the ticket isn't notified when they add a note on their own ticket?!?
5 months ago
We've got an integration with JIRA and our Freshdesk, so every time an agent pushes a ticket into JIRA, it adds a note, and sends us a notification email that we don't need. Can this one be made optional please?