Ticket Notifications

JosephWithCOR

If I raise the ticket and it is assigned to me, I don't need email notification for any aspect of the ticket.

Can we add a check and disable if true?

wrongecho

Can you provide a little more detail please? Additionally, exactly what emails are you referencing?

When you say you're raising the ticket, do you mean?

You have yourself setup as a client contact
You're the agent creating the ticket
You assign yourself as both the contact and assigned agent?

Or is it that you're creating the ticket under a client contact, but assigning it to yourself to work on?

JosephWithCOR

Yes. I am the client technical contact. I am working on one of their servers. So I create a ticket listed as the contact, assigned to myself, and update the ticket with notes. I don't need to be receiving emails at each step of the process. The email contact box should be unchecked.

Vs, I create a ticket with you as the contact and assign it to myself. I should have the ability (currently I do) to notify you when the ticket is updated.

It's an extra click I am trying to not miss.

Does that help?

wrongecho

I completely understand now!

I think that only way around this would be to match if the agent and contact emails are the same to default to notes (uncheck the box)? I can't see this being a huge issue to add..

As a wider discussion on ticketing and replies..

I did see a design for the ticket reply box that separated out the reply/notes modal as kind of tabs but we never got the code actually working.

I've also got ideas to scrap the public reply box altogether and have a pop out mini email client that allows you to adjust the To, CC, Subject and Message text. Notes would just then be notes.

I've also used ServiceNow previously where we had the ability to add both internal and public/client visible notes ("additional comments"), but these didn't trigger email updates (you could still send emails though if required). I guess that's exactly your use case - transparent notes for auditing, without annoying emails?

JosephWithCOR

@wrongecho

That is the intent, keeping track of my work not needing to notify myself that I have done work.

wrongecho

For now I've just reused the existing check that if the contact email isn't valid to default the reply to internal/a note.

The only downside is notes won't be visible on the portal for the primary/technical contacts. We don't currently have a way to distinguish between a "publicly visible and send the email" update and a "publicly visible but don't email" update. I'd like to add this in the future though.

itflow-org/itflow733