Both Request Assign and Request Resolve Send Two Email Notifications To The Requester(Which is redundant and spammy).
When you assign a ticket to a technician, the requester will receive two emails.
"Your ticket has been assigned to a technician"
and
"Your ticket has been updated"
and
"Your ticket has been updated"
In the notification rules, If 'notify the requester when a technician is assigned' is selected to be true, it should send only one email that says "Your ticket has been assigned to a technician".
The requester does not need two emails to communicate one message, it just becomes spam for the requester.
The same problem also applies when a request is resolved.
"Your ticket is resolved"
and
"Your ticket is updated"
The requester does not need two emails to communicate one message, it just becomes spam for the requester.
The same problem also applies when a request is resolved.
"Your ticket is resolved"
and
"Your ticket is updated"
are both sent to the requester.
In the notification rules, If 'notify the requester when a technician is resolved' is selected to be true, it should send only one email that says "Your ticket has been resolved, here is the resolution".
In the notification rules, If 'notify the requester when a technician is resolved' is selected to be true, it should send only one email that says "Your ticket has been resolved, here is the resolution".
This is a really simple change that I think is very important for requesters to have a good experience when submitting requests.