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New Contributor

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 have auto responds sent out only when a case is Opened but nothing else and make close-mails optional too.

 

With resolved cases, is configuring 'Triggers' under every own category (incident/change/problem) the only solution to reopen resolved cases as a Customer? Now the cases get's the updates but status is still resolved and hidden from the main-view of cases?

 

Is there any good way of implenting GoToAssist Service Desk with an other mail that also uses auto-response, these two systems will send each other mails:

Support@Company.com:

"Thank you for contacting us, we will contact you in 24h"
Go2Assist:
"Thank you for contacting our team we will..." etc...

And when an mail is sent out 

1 ACCEPTED SOLUTION

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LogMeIn Contributor

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

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.

 

Trigger.PNG

 

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

View solution in original post

5 REPLIES 5
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LogMeIn Contributor

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

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.

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New Contributor

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

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?


Untitled.png

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New Contributor

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

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?

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LogMeIn Contributor

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

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.

 

Trigger.PNG

 

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

View solution in original post

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New Contributor

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

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!