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 !


          • 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




            - 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.