Atera is set up to automate as many features as possible, including automatically sending emails to customers upon ticket creation or update with a preset ticket automation rule. These emails are generated and sent to the customer informing them of ticket status, and other useful information. Learn more about automation rules. 

It is, however, possible to create a ticket without triggering an automated email to be sent to the customer. This feature is useful in scenarios where you'd like to work on a task for a customer but don't want them to receive a message about it (e.g. a backend fix to a server performed during off-hours). To achieve this, a Silent ticket custom field must be created to use in a preset ticket automation rule that will disable the automated email from being sent to the customer when a ticket is created.

Create custom field

To create a silent ticket, first create a custom field and add it to ticket forms.

To create a 'Silent ticket'  ticket custom field:

1. From Admin (on the sidebar), click Data management > Custom fields

The Custom fields page appears

2. From the Ticket tab, click Add field.

3. Set the field options.

• Target: Ticket
• Type: Dropdown
• Title: Silent
• Required field: Not required
• Service portal configurations: Hide field. This will ensure the field is invisible in the service portal and only available for technicians. 
• Values - Add the values 'Yes' and 'No' 

4. Click Add.

The custom field has been created. Add the field to relevant ticket forms, and then update a preset automation rule for silent tickets.

Update preset ticket automation rule

Update the Ticket Created Email (Script) preset automation rule to specify that new ticket emails will only be sent for tickets that have their ticket custom field 'Silent' dropdown set to 'No,' or not selected at all.

To update the preset ticket automation rule:

1. Go to Admin > Support and ticketing > Ticket automation rules.

The Ticket automation rules page appears.

2. In the Ticket Created Email (script) preset ticket automation rule, add another condition:

• Ticket Property - Silent (The dropdown just created)
• Operator - Not Equals
• Expected Value - Yes
• Must Match - Yes (check)

3. Click Add.

The rule has been created.