Add Option to Disable Auto Reply to Ticket Creation
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.
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.