Jitbit Helpdesk - Skip email notification : Ideas forum

Implemented Suggested 9/19/2018 by Mikhail Kupriyanov

25

votes

Skip email notification

It would be great to have a button "Skip email notification" for every action with a ticket.

For example when you need to add a comment or close ticket without any e-mail notification to any user.

Now I have to disable automatic e-mail notification and then make automation rule for this purpose. It is very complicated.

Sean Fichera

I think this would be nice when a customer calls in and the issue is resolved on the phone during the call. You want to log the activity of the technician but there is no need to send unnecessary emails. The customer knows the ticket is closed.

10/18/2018 2:26 PM

jtlarson

In our old ticketing system, this was accomplished by putting a #noDis(tribute) tag in the email. This allowed us to do the same thing Sean mentioned--logging quick calls/"hallway support" in the system without generating unnecessary emails.

I would guess this could be done as an additional rule in an Automation task until JitBit devs are able to implement it in code.

10/31/2018 10:06 AM

Mikhail Kupriyanov

In automation tasks, I have to disable all existing by default notifications. But they work good and I need to disable them in rare cases only. Something like Tag #noDistribute# would be a perfect solution. As it works excellent with #tech# and other tags

10/31/2018 10:21 AM

Alex Tech

When creating a ticket "on behalf" there's a box to not send any confirmation. When adding a comment to a ticket - you can uncheck all the ticket subscribers to skip email notifications going out.I guess this only leaves us with "closing a ticket without any notification". We'll think of something...

12/4/2018 3:36 PM

Sean Fichera

Alex, when creating "on behalf" that box to not send notification is just for the end user. An email is still sent to Administrators and Technicians. See Ticket #11390197. Personally I would rather see the need to create an automation rule if the Admins or Techs need an email for every ticket submitted by the user or on behalf. For example if they are just supervising. In our office we are all Administrators and with the amount of tickets received we can just look at all closed tickets for supervisory purposes.

12/6/2018 12:47 PM

Alex Tech

Ok, got it. Seems like half of your problem would be solved if we add a "skip email" box in the on-behalf block

12/13/2018 10:29 AM