Atera is setup to automate as many features as possible, including automatically sending emails to a customer upon ticket creation or update. These emails are generated and sent to the end user informing them of ticket status, and other useful information.
It is possible to create a ticket without an automated email being triggered to the customer.
This feature may be useful in scenarios where you want to work on a task for a customer and they do not need to be alerted. e.g. a backend fix to a server performed out of hours.
To achieve this, an Automation rule must be created to disable the automated email sent to the customer when a ticket is created.
Follow the two part process below to create this rule:
Create a Custom Field
1. Go to Admin > Custom fields > Add New field for Checkbox type:
|Note: Ensure that the field is created under the Ticket tab.|
2. Set the field options:
|3. Click Apply|
Create an Automation Rule
Create a rule in the Automation Rules area defining that when 'Silent' is checked an email will not be sent.
1. Go to Admin > Automation Rules
2. In the Default 'Send an email to contact when new ticket is created' rule add another condition:
|3. Click Add|