Close Tickets - No notification
I use Atera for myself and I work for 4 different companies. I will work long hours and I can't close a ticket at midnight because it will trigger several alerts to an employee in the middle of the night. Would love to have the option to close a ticket without sending a notification to the employee.
Dawn Gwinn
shared this idea
-
Tegel - technischer Support
commented
This can be implemented already by ticket automation rules. We have just created a custom status "closed silently", which is excluded from the notification rule
-
Dawn Gwinn
commented
Fun fact. If someone has out of office turned on, you can't close a ticket. It keeps reopening!
-
Dawn Gwinn
commented
I appreciate the help, but from the article it appears this is for "new ticket" generation. So the rule is when a new ticket is created. Also, there is no "Private" option anymore. I'm looking for when a user sends a ticket out during the day, and I close it at night. So I have to keep tickets open for an additional 8 hours which skews my performance. =o(
-
Brian Frappier
commented
FWIW I agree this should be baked in, but Atera does have a helpdesk article on making a "silent" ticket. Basically some minor rule changes, this will accomplish what you are looking for.