Mark as Resolved without text and autoreply

[J_E_F_F]

I'd like the ability to quickly mark a ticket resolved without sending the return autoreply.

Example, I get a ticket from 'noreply@ebay.com' and can see that it should be closed from the main home screen. if I select the ticket, and then choose 'Mark Selected Tickets as Resolved' hesk generates an email to noreply@ebay.com and I get another bounced ticket.

The same thing happens inside a ticket, where I use the "Change Status to:" option. Hesk generates an email.

I fully understand the auto generated email if I enter a text based reply and do not check 'Don't send email notification of this reply to the customer' that makes total sense.

It seems the other 2 ways to resolve a ticket (check box on home page, and change status on ticket page) should quickly close/resolve a ticket and not send the autoreply email, it is just a status change nobody needs to see, at least in my use.

[Klemen]

You can turn notifications of resolved tickets off:

1. go to Admin panel > Settings > "Email" tab > "Notify customers when"

2. uncheck "A support ticket is marked Resolved"

3. save settings

[Klemen]

P.s.: if you don't want any tickets generated from ebay notifications you can simply ban @ebay.com email address in Tools > Banned emails

[J_E_F_F]

It happens from paypal too, and I need those.
If I change that setting, will it still send replies when I text reply to a ticket and then click "Submit as Resolved" ? Off to test that

[Klemen]

Yes, it will. It only suppresses notifications when a ticket is resolved *without* replying.

[J_E_F_F]

worked perfectly, thank you