"When the Agent is creating the ticket, there should be an option of sending an Alert to the user. Simply Uncheck option." I have attached 4 JPEGs. The first 2 show the options when creating a new ticket. I have imported all our users here, so when I new ticket is selected, we can either search by phone extension or name, and it finds the user. Then I would enter Ticket Source, Help Topic, Department ( Support being the only one right now). SLA Plan, Due Date, and Assign to: I put in Issue summary and issue details. Response - inital response for the ticket, dont select any canned responses. and no internal notes. Two additional questions : When I click on open to open the ticket, does it email the user ?Is there a way to remove the Due Date from the initial ticket creation ?The last 2 JPEGs are of after the ticket has been created. It shows all the information about the ticket. and under ticket thread, first entry is from the user, with the "problem" being reported. Then a ticket assigned to agent event, and lastly a ticket created by system event. At the bottom, it has the post reply tab, and the TO has the users email, if you use the drop down it has -Do Not Email Reply - .I can use the drop down to select Do not email reply, and can post a response, i.e. a resolution to the problem. and then ticket status either resolved and closed.one question :If I leave the user email in the to, post a response, and close/resolve the ticket, does it send an email to the user ? So I don't see anywhere in the ticket creation that allows me to not send a email to the user.
