Forum Discussion

NicoBabs's avatar
NicoBabs
New Contributor
6 years ago

Turn off all notifications to customers & Reopen cases when customers responds resolved case?

Hello, We have two questions: Can we turn off all notifications for our customers? We would need an full control about what messages are sent out when cases are created/updated, we would like to h...
  • AshC's avatar
    AshC
    6 years ago

    Hi NicoBabs ,

    Auto Email Response only sends a reply when an Incident is generated via Email.  If you wish to disable all other notifications, then you would uncheck Notify Customer in Account Wide Settings.  If you only want to send an email reply automatically to certain clients, then you would have to enable the notification setting for only those Incidents.

     

     

    The above trigger ^^ is an example of the setting needed to re-open incidents when a customer replies.

AshC's avatar
AshC
Retired GoTo Contributor

Hello NicoBabs 

You do have the ability to disable all customer facing communications through this location:  Configure: Accound-wide Settings:: Defaults::: uncheck Notify Customer

 

** You may also configure individual Services in this manner:  Configure:  Services:: Service::: Customer Emails:::: Auto Response

 

The only Service Desk autoresponder option is for when your clients submit incidents via email.  The reason being, that the Dashboards and Customer Portals can be checked at any time by the agents and customers themselves.

NicoBabs's avatar
NicoBabs
New Contributor
6 years ago

You do have the ability to disable all customer facing communications through this location: Configure: Accound-wide Settings:: Defaults::: uncheck Notify Customer 

--So if we are running two services, this option cannot be changed for just one service?-

 

* You may also configure individual Services in this manner: Configure: Services:: Service::: Customer Emails:::: Auto Response

--And this is just to customize the text that is sent out, so it can't be disabled but just customized?

 

Edit:

How would i configure an Trigger so when an case is closed, and it receives and update through mail, it'll reopen?
We have tried to configure a trigger as following in the attachment, but we are not able to close any cases since it thinks the Closing is an Update so it choose to REOPEN the case again?


  • NicoBabs's avatar
    NicoBabs
    New Contributor
    6 years ago

    There is no triggers for Discussions/Comments if it happens in next coming days etc etc?

    I try to find an logic but i manage only to create some Loops in this instead where the results are the same?

    • AshC's avatar
      AshC
      Retired GoTo Contributor
      6 years ago

      Hi NicoBabs ,

      Auto Email Response only sends a reply when an Incident is generated via Email.  If you wish to disable all other notifications, then you would uncheck Notify Customer in Account Wide Settings.  If you only want to send an email reply automatically to certain clients, then you would have to enable the notification setting for only those Incidents.

       

       

      The above trigger ^^ is an example of the setting needed to re-open incidents when a customer replies.

      • NicoBabs's avatar
        NicoBabs
        New Contributor
        6 years ago

        Thank you a lot!
        It worked, 

        Now it is just to think about how we'll share this internally, if we need the mails or not etc.

        Trying to use two Services with two different "working styles" does not work optimally in this program, instead of "Account-Wide settings" there should be very own "Service-Wide Settings" but i understand then with licensing etc.

         

        Thanks again!