The GoTo Community is currently experiencing some technical issues affecting new posts and comments. We are actively working with our service provider and apologize for the frustration.
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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...
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.
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.
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!
