Currently, when a ticket is converted to a case, Enate automatically sends an email if acknowledgements are enabled for ticket creation.

This behavior cannot be managed separately, if “Send Email on Ticket Creation” is enabled, the same applies when converting a ticket to a case.

We’d like the option to configure these two behaviors independently at the mailbox level, so each team can choose:

This change would give teams more flexibility to reduce unnecessary notifications and better tailor their communication flow. It also ensures that acknowledgment settings can reflect each team’s preferred workflow rather than being enforced globally.