I have my settings configured to send me a notification email when my tickets are updated (“when your ticket status, assignment, or asset changes”) which is okay...most of the time. This triggers two emails when a ticket is created via someone sending an email to the system. I get notified that a new ticket has been created but I also get an email because the status has changed from ‘From Email - Validating' to 'Submitted'. Can I set up a rule that stops the system from sending the status change email for just this scenerio?
Solved
Stop email notifications for some status changes
Best answer by Kathryn Carter
+18Are you automatically added to those tickets? If so, we can adjust your settings based on whether you are a follower or an agent so it only adds you to those emails once they are assigned to you.
+18Does that make sense?
I cleaned up my ‘when from email’ rules like you suggested but I still have the issue of the double email.
+18
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