Can the email notification be stopped when replying to a ticket?

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1

We’ve built an integration to sync tickets between two Freshdesk instances: Freshdesk-A and Freshdesk-B. For this, we are leveraging API agents (API Agent-A and API Agent-B) to handle actions like ticket creation, note addition, and replies across both instances.

One key advantage of using API agents is the ability to suppress email notifications from Freshdesk-A, as those emails get routed internally to the API agent’s email, ensuring a smoother operation.

The Challenge: When a reply is sent from Freshdesk-A with a CC email added, we cannot stop the notification from being sent to the CC recipient.

Is there a way within Freshdesk’s product settings or API to suppress these specific email notifications triggered by CCs?

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Hi @Gopi_Krishnan ,

Greetings!

Thank you for reaching out to the community.

Have you tried managing the email notifications in the settings?

Navigate to: Settings >> Email Notifications >> CC Notifications.

Hope this helps.

Thanks,
Anish

3

@Anish We did try this step earlier but it did not work, is there an alternate way?