A ticket would be reopened when a requester responds to the ticket by default as there’s a workflow automator that is available under Admin-->Workflow automator. You can choose to disable the workflow automator so that there is no email that gets triggered to the agent when the requester reopens the ticket.
How do I prevent ticket reopened notification alerts from going to agents when the requester responds to a ticket?
Modified on: Wed, 18 Sep, 2019 at 4:33 AM
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