How do I prevent ticket reopened notification alerts from going to agents when the customer responds to a ticket? : Freshworks Partner

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How do I prevent ticket reopened notification alerts from going to agents when the customer responds to a ticket? Print

Modified on: Fri, 25 Jun, 2021 at 8:33 PM

The ticket reopened notification is triggered because of the default automation rule that runs on ticket updates. To disable this notification, go to Admin > Workflows > Automations > Ticket updates > click on the Edit button for 'Automatically reopen tickets when the customer responds' rule, remove the 'Send email to agent' action block.

Don't forget to hit save.

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How can we help you today?

How do I prevent ticket reopened notification alerts from going to agents when the customer responds to a ticket? Print

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