Prevent e-mail to customer
Hi,
We would like to prevent the automated e-mail info to the customer when a ticket status has been changed.
We were already able to prevent the customer info upon creating a ticket, however the info e-mail about changing the status e.g. to "solved" will send an e-mail.
Thanks in advance!
Merlin Brandt
shared this idea
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Dexter Thrift
commented
Check the ticket automation area as this is already a thing. You just have to get it setup proper. I set our company up so that there is one rule that deals with ticket creation (It sends an email to the tech it is assigned to with ticket information as well as a pre-made form for the tech to send in his time sheet to dispatch to get it entered.) We have a second rule setup to handle ticket reassignments so that it will email the tech to let them know a ticket was reassigned to them. I removed all instances of emailing clients in these rules so now we can work without bothering a client.
I hope this helps get you where you need to be. If not contact Atera's live support and explain this issue and hopefully the support tech you get will know enough about Atera to help you out with this specific problem.