Change or disable the email when ticket is assigned?

[Former Member]

For Customer Service:

When a ticket is assigned to an agent, the system automatically sends an email to the owner of the record. Is there a way to either change the email text, or disable it all together? In the latter alternative, we will create a custom workflow instead

Any tips?

Regards Camilla Werner

[Former Member · Accepted solution]

Hello Camilla

Yes, it is possible to disable this notification/email altogether. Navigate to Business Configuration work center and search for "Business Task Management for Customer Care" (see attached screenshot). This is where you can disable this notification.

FYI - In case you want to turn off all notifications for such BTM tasks, there's a separate fine-tuning activity to do that as well.

Thanks

Karan