Follow up e-mail to Customer

[tellesmg]

Hi Guys,

I need to disable only the follow-up e-mail to customer, when some agent write a new article.. but to keep all possible notifications.

Can I to do this?

tks...

[crythias]

yes. turn it off per queue

[tellesmg]

Sorry, but, how to do this? I dont have any auto- response (follow up) configured for any queue, but when an agent creates a new article, an e-mail is send to the customer.

I have only a new ticket auto response configured

[tellesmg]

for sample..

When I write some action in ticket... the body of message is send to the customer....

[KlausNehrer]

Your Agent create an answer or an notice?

[tellesmg]

Hello !
What the diference?

AgentTicketCompose, I´m using a response template...

[crythias]

I´m using a response template...

A response is correspondence with the customer.

[tellesmg]

I understand, but I need to disable this notification due to my internal rules. I will to use the customer web interface to communicate with my customers..

technically is this possible?

[crythias]

I understand, but I need to disable this notification due to my internal rules. I will to use the customer web interface to communicate with my customers..

Do not use the reply/response interface. Create an external note.

[crythias]

And, yes, you're going to ask me about templates for notes, and we go back and forth.

So ... turn off smtp.
no, that won't work, because how will agents get notified?
OK, put invalid email addresses (append @mailinator.com) for your customers.
no, then I can't tell the customer they have new information in their web interface.

'tis a puzzlement. Do both things: The private information in the note and the "you have new information" as a response. or notification (event) ...
but still can't template for note...

Yes, because the template is for things you'd tell the customer.
I suppose you could turn off the reply-makes-email in the code, but it won't survive updates (you'll have to apply it again).

[tellesmg]

"Not so much the sea or the land"
Well, each with its reality and necessity.

My idea would be to send an email to the client not the content of the ticket, but with a simple "you have a new update, please visit the customer interface" just to force the user to use it, but without losing the convenience of email.

I appreciate the help, but as part of the definition of tool use in our business rule is up to me.

once again, thanks for the help

Greetings!