Mailing customers when a support case is created

Thu, 3 Nov '11 @ 6:31 AM

How do I stop an automatic mailing of the customer when a support case is created.

Dan

Founder @WORKetc

Sat, 5 Nov '11 @ 3:05 PM

Hi John - go to Settings -> Customer Support Settings and disable the option:

Enabled Send an E-Mail notification to the following address as new cases are created

Michael

Wed, 30 Nov '11 @ 11:53 AM

Hi Dan,

The setting you refer to below seems to not address John's question, as it appears to control notifications sent to the internal employee. What if we want the EMPLOYEE to receive a notification of new case, but NOT the CUSTOMER?

David

Wed, 14 Dec '11 @ 7:43 AM

I agree.

In many situations, when we submit a ticket on behalf of our client, we do not always want them to receive an email that a ticket has been created.

Likewise, there is behind the scenes work that we do that we like to track via the tickets, but once again do not want out client to know about it.

It would be nice to simply have a check box on the customer support create new window that if checked sends an email to the contact, and if not, well, does not.

-David

Steve

@WORKetc_Support

Wed, 14 Dec '11 @ 9:31 AM

David, if you create a ticket yourselves for a client they will receive an email with whatever you write in the description box. If you leave that blank, then go back in to the ticket and add a comment the client will be none the wiser. Not ideal, but gets around the problem for now :)

Youth

Tue, 10 Jan '12 @ 3:51 AM

Hi Steve,

This is the closest place that I can find to ask the question I need to ask.

We have two support forms on our website both linked in to worketc. Though one is entitled 'support' and one 'enquiry', we only ever get emails to the support one when we check web form reports - which doesn't really matter as it catches the other as well, it just means that they aren't separated. However, though I have ticked the 'create new contact record, this doesn't seem to show when I'm in the contacts view? Am I doing something wrong?

Also do you have any updates on the dropbox stuff that you're creating so ultimately we can forward all emails from one person to our worketc email address and they'll automatically go into their records?

Thanks

R

Steve

@WORKetc_Support

Tue, 10 Jan '12 @ 11:17 AM

Hey Robin

you can always start a new thread if nothing matches what you're wanting to discus.

Having said that, though, the form issue you raise will be best handled directly on support, and the dropbox stuff is already available. I'll email you a link into my calendar - book a time to chat :)

Steve

Todd

Sat, 4 Feb '12 @ 1:59 PM

any status updates on this? There are plenty of times you wouldn't want to notify the client of a ticket being created. I don't understand the solution that has so far been presented...

Steve

@WORKetc_Support

Sat, 4 Feb '12 @ 2:10 PM

Todd,

if you are creating a support case in WORKetc there is a big box under the heading "Send Email". If you don't want to email client on creation, don't put anything in the large text area.

Todd

Sat, 4 Feb '12 @ 3:15 PM

Thanks, Steve! Sounded WAY more complicated than it was. Sometimes we look for more complicated solutions than necessary.

Subscribe to topic RSS

Mailing customers when a support case is created

Hello anonymous visitor!