Email notifications to users - switchable

[TimJax]

Would it be possible to implement the ability to switch email notifications on and off totally on a per user basis?

Live chat conversation below:
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You are now chatting with Harkirat Kaur (Support (General))

Harkirat Kaur: Thank you for contacting Kayako. How may I assist you?
Tim: hello - we have Kayako support suite in use as our helpdesk system
Tim: I need to know if it is possible to make an adjustment on either user or group level
Tim: basically we have some clients that do not need to receive the email notifications when they log a ticket
Harkirat Kaur: Please elaborate your query.
Tim: is it possible to switch this on or off
Tim: ok
Tim: when a cutomer (email address) logs a ticket in the sytem, they receive an email notification confirming this
Harkirat Kaur: Yes, you can do this.
Tim: is it possible to disable this
Harkirat Kaur: You can disable autoresponders for different user groups from:-
Harkirat Kaur: Staff CP>>Users>>Manage Groups>>Should send ticket autoresponder
Harkirat Kaur: And for the tickets submitted from email queues, you can disable the autoresponder from :-
Harkirat Kaur: Admin CP>>Mail Parser>>Manage Email Queues>>Enable new issue autoresponder = NO
Tim: so If I wish to disable for only 3 or 4 particular email users, I should create a new group and add these into it?
Harkirat Kaur: Yes
Tim: but this cannot be done at user level?
Harkirat Kaur: No, this cannot be done at user level
Harkirat Kaur: Anything else I may assist you with?
Tim: is there a limit to the number of mail queues?
Harkirat Kaur: No, there is no limit to the number of email queues
Tim: and if I create a new mail queue (for users not requiring notifications) can the users still stay in their existing groups?
Harkirat Kaur: In case of email queues, if you have disabled the autoresponder, the autoresponder will still be sent if the client submits a ticket from the support center
Tim: ah ok
Tim: one more question
Harkirat Kaur: yes, sure
Tim: although if set in mail queue settings (issue autoresponder = no) will they receive updates when the job is closed via email?
Harkirat Kaur: They will receive all the response which are the staff replies.
Tim: ah - so there is no way to totally disable emails from being sent to a particular user?
Harkirat Kaur: For this, you can create mail parser rules so that whenever a user emails to the email queue, his/her email is ignored
Harkirat Kaur: You can create mail parser rules from :-
Harkirat Kaur: Admin CP>>Mail Parser>>Insert rule
Tim: no - thats not the intetion, sorry
Tim: basically we have severall clients with servers on site that we support.
Tim: some of these servers send us notifications when they have alerts etc
Tim: for example: a backup failing - the server will send a mail to us from "backup@company.com" detailing the fault
Tim: we want this to be logged in the helpdesk
Tim: but at the moment - it sends the autoresponse and then this causes a loop back because there is no such address as "backup@compnany.com"
Harkirat Kaur: So they can send alerts to the email queues
Harkirat Kaur: So these alerts will be logged as tickets in the helpdesk
Tim: yes
Tim: the suggestions we just spoke about work, but then we will get a bounceback still when the notification of closing the call is sent
Harkirat Kaur: Have you created email queues in your helpdesk?
Tim: this is why I would like to stop all notifications for a few chosen email addresses
Tim: yes
Tim: it may be that this is not possible
Harkirat Kaur: In simple words, do you wish to stop notifications i.e. some outgoing emails from your helpdesk?
Tim: yes
Tim: but only for some users
Harkirat Kaur: This is not possible.
Tim: ok - thankyou for your help - is it possible to suggest this for future improvements?
Harkirat Kaur: Yes, you may post a feature request for the same at Kayako Forums - Powered by vBulletin
Harkirat Kaur: And the developers shall look into it.
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Tim

[Oğuz Çelikdemir]

We would like to do same implementation in our organization except one thing. We don't want completely e-mail notifications to users is because only staff users using supportsuite. For new tickets, we would like to just select TOG ( task owner group) and POG ( process owner group )