E-mail updates being sent to all clients (actual client and CC) on the ticket.

When anyone (tech, actual client, and cc) responds to a ticket via email, WHD sends this update out to everyone tied to the ticket. Is there a way to turn this off? I have tried Tickets -> Options -> Auto-reply to clients -> Never, but it still continues to send a updated ticket to everyone.

Thanks.

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FormerMember

Have you tried Tickets>Options>Enable ticket e-mail override?

You may also need to uncheck the settings for 'default settings for email groups' in the same menu.

klay

This works for me when sending email from WHD, but when an update is sent to the help desk via email, with the ticket number in the subject line, it still sends an update out to everyone on the ticket.

Thanks for the tip though, I didn't know about that option before.

FormerMember

You may also try email>outgoing email then check 'Include Recipient Section'. Maybe with that it will list recipients that you can them remove from the email?

klay

Manually removing the recipients would defiantly work, it would take a lot of vigilance on our part to make sure only the correct people are getting the update.

Unfortunately I don't think what I'm looking for is built into the software.