We're new to the PSA, and starting to get complaints from clients about the number of emails which are sent in the default configuration. We're trying to dial back the notifications and finding it quite challenging.

One example is the creation of a new ticket by an agent. It would make sense that if we assign a contact in the ticket then we probably want them notified via email upon ticket creation. However, sometimes we do not want them notified. Maybe we're doing some housekeeping internally. Again, we assumed that if the contact was left blank, no email would go out to the client. Wrong! It quietly looks up the site contact and sends it to them.

How do you create a ticket that does not generate an email to the site contact?

I don't know this for sure but I suspect that you'd have to disable POC for everyone on that site AND leave the ticket contact blank.  Then again that's probably a good idea as it will make sure that no-one gets email unless its intentional.

Hi John,

I would suggest you check the workflow which is sending the notification. Please read more about this from here.

Thanks Chris. Indeed it was in the workflow. By default, creating a ticket notifies the site contact. Thanks for your help.