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We do not use an account manager but are using a Shared employee name as a default. How can we set this up to be a default without the email connector emailing every tech the ticket upon creation. We only want it to attach to a tech after they are assigned to the ticket. As it is now, email connection sends the first email to customer and every tech receives the email in their in box.
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Under Tools > Options > Tickets (Admin) tab you can select which employee will be assigned to tickets created automatically from customer emails.
-- In case you refer to all techs receiving the auto-response email - then there may be several reasons for this: 1. The email address set for the shared employee being selected for such tickets is a mailing list - then - when the system sends an email to that employee it actually goes to the entire mailing list - if that's the case - do not use a mailing list. 2. It is also possible that the email correspondence preference level for your employees is set to be involved in all email threads. This is a personal setting set by each user under Tools > Options > Tickets-2 tab. In case you refer to formatted email alerts that are sent to everyone on new tickets being created: 3. Each user should visit Tools > Options > Alerts tab and verify that there did not receive to be notified about every ticket being opened. Hope this helps. |
