Posted February 27Feb 27 Hi all, We have are facing the issue that our clients are receiving a lot of useless ticket updates without notes. Basically we would like to setup our servicedesk in PSA in a way that the clients only receive relevant updates, e.g. when we post a comment with a note. Now they receive ticket updates by email which are saying basically nothing. Is there a manual or best practice on how to setup notifications? See current situation below where someone receives 8 emails in less than 3 minutes. Thanks in advance. Edited February 27Feb 27 by Daan
March 3Mar 3 Administrators Hey @Daan - Can you check is any of these are setup in your PSA: Workflow to auto-notify Resources when anything or any one specific field gets updated (PSA technicians) Email parser (When user creates ticket, resource also gets notified) Let me know☺️
March 4Mar 4 Author 20 hours ago, Mariale_Pulseway said: Hey @Daan - Can you check is any of these are setup in your PSA: Workflow to auto-notify Resources when anything or any one specific field gets updated (PSA technicians) Email parser (When user creates ticket, resource also gets notified) Let me know☺️ Hi Mariale, In Workflows we only have the following enabled: Notify Client Ticket Closed Notify Client When new Note is Added Notify Client Ticket Created Parser setup:
March 4Mar 4 Administrators Hey @Daan - Thanks for the update. It will be better to jump on a call with one of our Product Engineers and they'll be able to resolve this for you. I just contacted your Account Manager about this and they will set it up☺️
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