Outgoing Templates & Incoming responses

[gdudley]

Hello -
1. I would like to be able to prevent an agent from receiving an email when he/she closes their own ticket and if an agent assigns themselves to a ticket. Seems redundant. Adding some more Auto-reply options would to configure this would be great.
2. I would like to be able to prevent a user from reopening a ticket if they respond to a closed ticket (e.g. if they respond with a "Thank You").

[gdudley]

Ah I see what you mean. That will answer my first point.

[satxx]

I think you can limit some mails the agent gets or the Agent can edit his/her own.
When the agent is logged in, up in the right corner you have the little cogwheel and In there the Agent can choose when or when not he/she wants to recieve emails.

Not sure if this is what u meant with your first point 🙂