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Email sent to point of contact when agent creates ticket


John Taylor
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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?

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