Hello, is it possible to prevent the administrator user from receiving tickets for a category of requests?
receiving emails
Do you mean the Alerts for those new Tickets or prevent them from seeing such Tickets? If you want to disable Alerts then simply disable the Admin Email option for New Ticket Alerts under Admin Panel > Settings > Tickets > Alerts & Notices. If you want to prevent them from seeing such Tickets then simply remove the Admin from the Ticket's Department. Ticket access is based on Department access, Referral access, and direct Assignment access.
Cheers.
if I disable the option he will no longer receive any emails for opening a ticket, right? I would like it to not happen just for a certain reason of request
- Best Answerset by KevinTheJedi
Then the best way is to disable the Admin Email alerts globally, add the Admin to each Department they want to receive alerts for, and ensure they have alerts enabled for each of those Departments. Or you could simply set them as Department Manager and ensure you enable the Department Manager option for New Ticket alerts globally.
Cheers.