There’s no way to know if a user will receive an email without going into the individual companies’ settings, this has caused an issue where we’ve replying to a ticket not knowing the end user hasn’t received our response
It would be good to get a warning somewhere on a ticket if a response won’t be sent by email
Can you elaborate please? You can independently select where or not a contact would receive billing, marketing, and reporting emails on a per-contact basis, but the sender of the ticket should always be getting email responses back. There should never be a situation where one customer is capable of receiving an emailed ticket response where another is not.
I have seen reports of the “No Email - Of Any Kind” being enabled and they are trying to send them responses on the tickets and they are not going out and there’s nothing in the system that tells them this is enabled when they are responding.
Right, but I’ve seen it bite people a few times now, so there has to be a better way. It doesn’t sit well being able to disable email on the customer, yet provide a ticket communication update that says “Email”, yet no email will go out and no warning it didn’t do so. As you get larger, have more people that have access to make a change like this and a tech may not know, it just provides opportunity for entropy. Just like when no contact exist for a ticket and you can’t choose Email as an update, it should follow the same behavior if it’s disabled at the client level.