@MLocke 773d4ae eacs 

Notifications are tricky because you can be the submitter, follower, or agent of tickets. I am currently testing this out for you.

But have one question - your Help Desk/Technology department users that are submitting the tickets, do you want them to get any notifications?

@MLocke 773d4ae eacs 

Here is what worked for me - 

In my testing site I turned off all email notifications under the sections: “As Owner” and “As Follower.”

Turned off both because I’m technically the owner when submitting the ticket and then adds me as a follow of the ticket. 

Please let me know if this works for you. 

@Hannah Bailey Sorry for the late reply on this. We do want the Technology department users to receive email notifications when a ticket gets assigned to them.

I guess another question is should we be submitting tickets like this? Or should we be changing the submitted by to the person calling into our help desk?

@MLocke 773d4ae eacs The person submitting it will automatically be added as a follower and receive those notifications if she is the only one who will be a follower since the technology people may or may not be the agent on that ticket. I would suggest turning off the “as follower” notifications. 

Additionally, if it is just your one Help Desk person, you can set a rule that will remove her as a follower each time she creates a ticket. However, that would remove her as a follower on all tickets upon creation, regardless of whether the ticket is for her. 

 I hope this helps 

@Kathryn Carter That doesn’t seem to have helped. I did create a toggle for us on tickets to atomically remove us as followers using a rule. But I am still getting email notifications when I turn off all the “As follower” notifications.

This morning I turned off the “As Owner” notifications and that seemed to do it. Is it expected that the submitter is also an “As Owner”? I would think it would be who the submitter opened the ticket on behalf of.

@MLocke 773d4ae eacs I can see how that would turn off those notifications for the submitter. This is interesting. I would suggest coming to our Open Office Hours on Thursday as well to talk this through. Here is the link to register! 

Thanks! I have signed up.