Disabling automated emails setting at context level
complete
E
Elaine Dennehy
When a ticket is created, unless the "Disable Automated Emails" is explicitly turned on by the user then an automated email is sent to the primary contact. Depending on implementation of Enate in the business this is not always desirable. It would be great if we could configure by ticket context/category what we wanted to see here. In our business we would never want to see these automated emails sent on manual ticket creation and so would then like to have this feature enabled at context level.
Kamal Saran
complete
Kamal Saran
likely in 2022.4
Kamal Saran
Merged in a post:
Prevent Auto-Email on Start Case
S
Simon Stannard
At present when a Case is created from a ticket an email is sent to the original requester. In many cases this is unnecessary and confusing. It would be good for this to be configurable on the Case, or similar (but not on a 'per ticket' basis).
Kamal Saran
possibly in 2022.4
Kamal Saran
considered for 2023.1
Kamal Saran
Merged in a post:
Fully Disabled Auto Responses - Setting within Service Line Ticketing or Cases (instead of at routing level)
C
Craig Bachelet
Currently even if you have the auto response disabled in the routing section and a user creates a new ticket under their service line they have to remember to disable the auto response otherwise they may get the generic auto responses sent out... which is not wanted at all by the teams advising they do not want auto responses.
I think this option to disable or enable auto responses should be within the Service Line/Ticketing set up instead of at the routing level.
Kamal Saran
Thanks Elaine Dennehy for your feedback. Could you please let me know when you say 'at context level', do you mean at each ticket category or service level?