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ConnectWise - Avoid Aggressive Notifications

Aaron Corney Updated by Aaron Corney

Overview

When the "Avoid aggressive notifications" setting is turned ON, we allow ConnectWise to decide whether or not to send an email notification for each change made to a ticket or ticket note.

This means that if a change to a ticket is made directly through ConnectWise, ConnectWise will, as usual, follow its own rules and settings to determine whether or not to send an email notification. Likewise, if a change is made through DeskDirector, we will also defer to ConnectWise's rules and settings to determine whether or not to send an email notification.

Where to turn on `Avoid Aggressive Notifications`

  1. Login to your Desk Director Admin Portal
  2. Navigate to System > Feature Configuration > Tickets > Email Behaviour

With Avoid Aggressive Notifications On

  • If a change is made through DeskDirector, we will defer to ConnectWise's rules and settings to determine whether or not ConnectWise will send an email notification.
  • Your DeskDirector Tech portal will not have the `Send To` options under `Add Time Entry`

With Avoid Aggressive Notifications Off

  • If a change is made to a ticket through Desk Director, an email notification will always be sent to the selected `Send To` receiver (Outlined below), regardless of whether or not ConnectWise would normally send an email notification based on its own rules and settings.
  • Your DeskDirector Tech portal will have the `Send To` options under `Add Time Entry`
  • DeskDirector will force email notifications from ConnectWise to all of the selected `Send To` options

Please Note: These options `Send To` options will not appear for `Add Note`

Full Reference Chart - "Will my notification email send?"

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