Hi Everyone we are trying to transition from Zendesk to Syncro ticketing. Currently our zendesk sends us all an email and we simply reply from our outlook and it auto updates the ticket which works great, we have setup zendesk to only send the USER who logged the support ticket an open and close ticket from zendesk.
I cant seem to control this in Syncro, everytime we reply from outlook the user will get an email from Syncro and from us. I prefer if syncro stopped sending these emails as we prefer to have a personal interaction with the user in terms of the email being from a specific technician. I just want syncro to send a new ticket and close ticket automated email.
thanks in advance.