Sometimes, your requesters like to follow through with each and every stage your ticket passes through. But sending out email notifications for every status update could be quite intrusive, especially when the conversations go back and forth between each other.
A better work-flow would be to send email replies to the requestor just when you need additional information from them or have to notify a major status change. With all the other progressions in the ticket, you could just add a public note so customers who really want to keep a check can stay on top, without overwhelming everybody else’s inbox.
Quick Guide to allow non-invasive updates with public notes:
Go to Admin > Account Settings > Email Notifications > Tickets. If your account has more than one workspace, navigate to Admin > {Worskpace Name} > Account Settings > Email Notifications > Tickets.
Disable Requester Notification for Agent adds comment to Ticket
Click on any ticket from the Dashboard or Ticket List View to open the ticket
Select Add note under the Conversations section on the Details
Select Add public note from the dropdown option and start adding a comment to the ticket
Click on Add Note to add the public note.
Your customers will now be able to see this comment when they view this ticket from their support portal. Please note that when you use the “Add and Set as Resolved” option, the requester will still get a notification email. This is because the Ticket gets resolved notification would still be enabled. We recommend that you do not disable this even if you want to be non-invasive with your updates.
