We’re looking to update our existing resolved tickets to remove any customer related data from the Subject Line in each ticket. We’re noticing we’re receiving an email every time an update is made to these tickets. We’re concerned that these might be going out to the customer and I was wondering if there’s any thoughts or suggestions to work around updating tickets without generating a notification.
This is the response from Adam with Syncro support:
After doing some testing, updating and changing the subject line of tickets should not notify the customer in any way. They should only be sent an email when you have selected the “Email” option from the ticket communications.