Board Manager posting to each ticket and notifying customers - how to turn off?

[Lewis Chandler]

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.

[TrevorHarris]

Hi,

What automation are you using for adding the card to the board?  Boardmanager is only adding updates to its own timeline so unless you were following that you should not receive an notification for this?

Thanks

Trevor 

[Lewis Chandler]

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! 

[David Hall]

Hi Lewis,

Just had a look into this, the SLA action posts the entry to the timeline for auditing purposes however it is posted with 'Team' visibility so should only be visible to team members supporting the request, not to the customer on the call itself.. does that tie up with what you are seeing?

Regards,

Dave.

[Steve Giller]

@Lewis Chandler Out of interest, could you post the screenshot of the whole Timeline entry - it may be useful to see what the missing information (e.g. Post Type and Visibility) are set to.

[Lewis Chandler]

@Steve Giller 

Hope this helps

[Steve Giller]

There may be some confusion here - that is indicating that the update was created by a Customer, visible to the Team, we would not expect this to generate a Customer notification.

[Lewis Chandler]

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]

If Customers report they're seeing notifications please let us know, but I suspect that this is just misreading the Timeline info here.

[Lewis Chandler]

hey @Steve Giller we've had this through:

Looks like it's sending email notifications to customers when this post is added...

 

 

Edited February 5, 2024 by Steve Giller
Removed image with PII

[Steve Giller]

You might need to raise a Support Request for this one, I can think of a couple of scenarios that might explain it, but we wouldn't be able to investigate these on the forums.

[Lewis Chandler]

thanks Steve, will do