[FREE WEBINAR] 3 Ways ESM in Freshservice helps in Returning to Work | 10 AM PST | 11 AM AEST | 11 AM CEST - 10th Sept SAVE YOUR SEAT

Start a new topic

No creation notification if ticket created with status => resolved

Often, we end up doing administrative ticket creation after some ad-hoc problems are resolved for clients on-site. So the ticket creation may happen an hour or more after the ticket is resolved. These tickets are set to a status=resolved while they are being created.

Current notification process is to email user saying ticket has been created, then to send another email saying the ticket has been resolved. 

I would like to skip the creation notification if the status starts at Resolved or Closed, and just send the resolved notification. 

2 people like this idea
Login or Signup to post a comment