Employees getting a lot of ticket updates

[Daan]

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 27 by Daan

[Mariale_Pulseway]

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☺️

[Daan]

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:

[Mariale_Pulseway]

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☺️