Lewis Chandler

thanks Steve, will do

hey @Steve Giller we've had this through: Looks like it's sending email notifications to customers when this post is added...

thanks Steve - I think that definitively answers this issue. If it's only confusing analysts then we'll just do some comms. Thanks for your help!

@Steve Giller Hope this helps

Hi Trevor, we've tied it to the SLAs as per the screenshot attached. So the customer shouldn't receive an email or anything? Might it appear on the timeline of the ticket? We've had several reports of other teams being confused by this - they say customers are concerned although I'm not sure how much to pay attention to this!

We have an SLA expiry board that most tickets link to. We are finding out that customers are getting notifications as part of this automation and we need to know how to switch this off as it's causing a bad customer experience.