How to Send an Email to the Requester Without Including CC Recipients
When managing support tickets, there may be instances where you need to send an email to the requester without including any CC recipients.
The following are two methods to send an email exclusively to the requester.
- Using create ticket trigger
- Using update ticket trigger
Using create ticket trigger
To send an email to the requester when a new ticket is created, without including CC recipients, follow these steps:
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Navigate to the Email Notifications settings.
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Under the Contact tab, locate the New Ticket Created event.
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Disable the event to prevent automatic notifications to CC recipients.
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Set up a ticket create trigger to send notifications only to the requester.
a. Go to Admin > Create Ticket Triggers/Add Rule.
b. Configure the conditions and actions for the trigger as shown in the following screenshot.
Using update ticket trigger
To send an email to the requester when a ticket is updated by an agent, without including CC recipients, you can use the update ticket trigger. Follow these steps:
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Access the Email Notification settings.
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In the Contact tab, find the Tickets Replied By Agent event.
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Turn off this event to stop automatic notifications to CC recipients.
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Configure an update ticket trigger to send email notifications only to the requester.
a. Go to Admin > Update Ticket Triggers/Add Rule.
b. Set the conditions and actions for the trigger as illustrated in the following screenshot.