Disable email notifications for linked issues

[axl.verheul]

Hi,

We have a helpdesk project with a workflow and 6 statuses. Customers are automatically notified by email when the issue status changes.

However, for automation purposes, the helpdesk now also contains a 'linked issue' - a link to its clone which is part of the product backlog. As a result, customers are now also receiving email notifications when the linked backlog issue status changes (where there are 9 in total).

This is a problem, because:

1. Customers are now spammed with email notifications
2. Customers need no knowledge of our backlog status

I checked the customer notifications and assume this is the trigger, but cannot configure anything besides the html:

As I workaround, I tried removing the linked issues from the issue configuration by removing 'Linked assets', hoping it would no longer be visible and therefor, not trigger a notification. This did not work, the linked issues are still visible. And I can't find a way to remove it.

Is there any way to restrict these status updates to helpdesk statuses only?

[Samuel Gatica _ServiceRocket_]

Hi @axl.verheul 

Welcome to the community!

You have the option to disable the "Customer notifications" feature and utilize Automation to send notifications at your preferred times, allowing for better control over the communication process.

Hope this helps

Best regards

Sam