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Alerts to Customers are sent to the email address/es defined under the Ticket Recipients tab. In case a customer asks not to receive alerts you should remove their email address from the External Recipients list managed at the Ticket level. The customer email is added automatically to this list when the Ticket is being opened. You can remove it right from there (the new Ticket window), or, you can remove it from the Account's email address/es (not that ideal) so it'll not be taken automatically.
Hope this helps. Dina |