Ticket Update Notification

[zain]

Hi guys,

I have 4-5 different customers in my OTRS. All receive a ticket update notification when an agent adds a note, and when they add a note from their side. But one of customer wants to only receive an update notification when we add a note from our side and not when they add a note to the ticket. In the ticket update notification we dnt have an option to select a customer individually under the first recipient groups and in the events list we dnt have an event that filters only agents updates. So how do i do it ? Any help is appreciated......

Regards
Zain

[jojo]

don't send autoamted infos to the customer. Use the reply function to send emails from agent to customer.

[zain]

Hi Jojo,

Thanks a lot for the quick reply, appreciate the support. We have about 9 agents to reply to tickets in shift basis, so to get the reply option for a ticket the agent has to be an owner and changing of ownership create more notification emails on our side. But we will go on with your recommendation if there is no way to solve this in this state. But we re finding if there is a way to stop notification for a specific client and only send agent updates to him automatically. Once again thanks jojo


Thanks

Regards
Zain

[schulmann]

We have about 9 agents to reply to tickets in shift basis, so to get the reply option for a ticket the agent has to be an owner and changing of ownership create more notification emails on our side.

The owner doesn't matter unless the ticket is locked.
If the agents always unlock the tickets after processing there is no need for owner updates.

[crythias]

Further to schulman's point, you may want to set a short unlock period.

[zain]

Hi All,

Thanks for your contribution, we re going on with what you have suggested. Thanks alot schulman, Crythias & jojo ...........

Regards
Zain