Skip email notifications

Skip notifications are applicable only for new ticket created and closed notifications.

TABLE OF CONTENTS

• New ticket created notification:
• Closed notification:

New ticket created notification:

We'll only be able to skip new ticket-created email notifications using ticket-creation automation rules. We'll not be able to do this for other email notifications.

Enabling skip new ticket-created email notifications under admin>>automations>>ticket creation will skip the email notifications for both agents and customers.

This is usually used in case of communication between two Helpdesks. Let's say, there are two Freshdesk accounts A and B.

1. Account A sends an email to account B which will create a ticket in account B.
2. Now the new ticket-created email notification will be triggered from account B to account A and this will be created as a ticket in account A.
3. Again the new ticket created in account A will trigger a new ticket-created email notification to B causing an endless looping.

In order to avoid this looping issue, we use the skip new ticket email notification condition in automation based on a specific requester or a company.

Closed notification:

We can use the keyboard shortcut(shift+close) to skip the closed notification email. This will work only for default email notifications configured under admin>>email notifications and not for customised notifications setup using automations.