We're currently configuring the help desk within Resolve with hopes to move our team to it soon. While I was testing, I noticed that in order for the agent and end user to receive email notifications when either side responds, the "Comments Added" email notification needs to be on for both end users and agents.
As a result, any time an end user responds to a ticket, they get an email back with the comment that they just left, which is completely unnecessary. This also happens with agents, as they'll get a notification every time they respond to a ticket.
Is there any way to set it up so that agents are only notified when end users add comments, and end users are only notified when agents respond to tickets? Our end users are going to ask for the additional notifications to be turned off as to not fill up their mailboxes, but it doesn't seem to be possible.
If anyone has any experience with this scenario, or any work arounds, that would be greatly appreciated. Thank you.
