2 Replies Latest reply: Aug 30, 2012 3:19 AM by Jean AD RSS

email notifications

Nicholas Valsamis

How do I make it so that when customer X sends a message with subject Y, it doesn't email them anything for any status. I need all other email submissions for all other subjects get regular notifications...

  • 1. Re: email notifications
    Sundeep Kumar

    Hi Nicholas,

     

    Can you please share the exact requirement.

     

    Thank You !

    Sundeep

  • 2. Re: email notifications
    Jean AD

    Hi Nicholas,

     

    You can:

    - Create an escalation that will change email address of the contact in the ticket to blabla@blabla.com and add this email to the list of emails to not notify in administration ==> Workspace  ==> Mail Preferences

     

    OR

     

    - Create a hidden field “Notification” that will be set to NO (via escalation) when the customer is X and the subject is Y and make all your notifications to check this field.

     

    FYI, if it’s not an automated email from your customer; do not use the subject as criteria because you will always have some issues with mistakes in the subject.

     

    Cheers,

    Jean