Disable confirmation email in Ticket system
Give us the option to disable set the confirmation mail in Ticket system (the automatic email a customer gets when he writes us an email - the email that always adds: "Your message has been received and is currently being reviewed by our team.
For your reference, this ticket id is #.")
Hi, Filippo Bradaschia
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two features needed: 1) disable auto-reply mail to customers after ticket is created or changed 2) change content of auto-reply
Totally agree. Also if you autoredirect messages from few emails - you do not need that confirmations to every redirected message.
Yes ! It's really important to change that, because 95% of our customers are French, so receiving it in English is weird. So if it's not possible to translate, then why not leave the possibility of deactivating this function?
Completely agree. If we're using a section of a ticketing for internal purposes - no email notification is needed on that property when ticket is created.
Furthermore, there is no different between new ticket notification and a reply. How do I know a ticket was created?
I like to use the ticketing system for keeping better track of contacts, saving notes, adding attachments, etc. and don't always use it to communicate with the customer since most of our contacts happen via phone. When creating the ticket though, it'd be nice to not have to put a message in. It took a minute to even know that message actually gets sent to the customer which could be bad. If someone didn't know that and thought it was more of an initial notes section for setting the ticket up, they might put info in that shouldn't go to the customer.
Randy Braatz commented
We sell on eBay, Amazon, Shopify, etc. We forward all sales notifications and customer communications to Tawk.to, then assign tickets to agents for fulfilling orders or responding to customers. Auto replying to some of these systems or replying to customers with external links is a TOS violation (in some cases). We were using IFTTT to forward emails so that we could toss out auto replies, but that strips email formatting. As our business has grown, and we're adding more agents, this is the #1 issue preventing us from continuing to use Tawk.to. Love tawk.to and not found a comparable solution, but this is such a critical need that we're opting to pay for multiple services until resolved.