Make “Send Automated Email” configurable when converting ticket to case
H
Hakim Chulan
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:
- Whether to send an automated email when a ticket is created
- Whether to send an automated email when a ticket is converted to a case
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.
C
Claudine Richardson
Merged in a post:
Case conversion email should not be mandatory if we have enable the send auto acknowledgement on tickets.
A
Anendra Singh
When we convert a ticket to case then there should be an option in builder to choose whether to send a default notification for case conversion or not.
C
Claudine Richardson
Great to hear your perspective, Anendra Singh! I have a few more questions for you:
- What specific scenarios or use cases would benefit from having the option to disable the default notification for case conversion?
- How often do you find the default notification for case conversion unnecessary or disruptive in your workflow?
- Are there any specific conditions under which you would always want to send or not send the default notification for case conversion?