Don't send agent emails about his own actions.
Mr. Smith
Bugzilla is very good about this. Freshdesk seems to make no effort to optimize in this area.
Mr. Smith
I created a ticket for this as Freshdesk has not responded to this in 14 days. https://support.freshdesk.com/support/tickets/1371110
Aravind Sundararajan
Hello,
Freshdesk, by default, skips the notifications if the ticket creating agent assigns the ticket to him/herself. Glanced through your support ticket and found that the ticket assignment happens via the Dispatchr rule. In such cases, as my colleague pointed out, the ticket assignment action is considered to be performed by the system and hence the notifications cannot be skipped.
Cheers!
Mr. Smith
Thanks for your willingness to help. But it is necessary to not require the agent to pick his own name when creating a ticket for himself. That's the problem for which we created that Dispatch'r rule. Do you see the problem? Defaulting a new ticket's assignment to the agent creating it should be an option. Our workaround (Dispatch'r rule) is not able to express "don't send a notification to the agent" and so it creates noise, making notifications in Freshdesk considerably less valuable.
Mr. Smith
The larger problem I see here is that "Dispatch'r" is relied upon too much by Freshdesk's designers. More things should be built-in, well-handled options/settings rather than one-off Dispatch'r rules that work okay but not great.
Mr. Smith
For example, if Agent X creates a new ticket and is the assignee, don't notify him (email and Notifications list). My main Support guy is spending too much time dealing with these pointless emails and Notifications list entries.
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