Shift+close without sending email notification to the ticket creator, this functionality does not work. The notification still sends email that the ticket was closed
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Created by: Fawzia Aleem
Modified on: Tue, 18 Jun, 2024 at 4:46 PM
The reason for this could be because of an Observer rule being triggered and separate email being sent out. Shift+Close will stop only the Default "Agent closes a ticket" notification that you set from Admin--> Email Notifications--> Requester Notifications. However, the Observer rules will be based on the action that is performed.
Fawzia is the author of this solution article.
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