We would only like emails to be sent under one circumstance:
If I create a ticket and assign it to a different agent, then we want an email to be sent.
We DO NOT want an email to be sent when for example, I create a ticket and assign it to myself (Set Self), or when a ticket comes in through our helpdesk email, and I grab it (Pick Up).
Is there a way to stop emails from being sent in those two circumstances?
Thanks,
Dave