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Support Preferences --> Notification Unchecked filer notification not taking effect for other users

edited Nov 22, 2019 10:23AM in CRM 1 comment

Hi all,

Setup --> Support --> Support Preferences --> Notification tab
Unchecked
NOTIFY FILER ON SUPPORT REP CASES
NOTIFY FILER ON EXTERNAL CASES
NOTIFY MAIN SUPPORT EMAIL ON EXTERNAL CASES

The changes are taking effect for me in Admin or any other Role

When I create new Cases, no notifications are sent to the Customer which is what we want

But its not working for our other Support Reps.

The email notifications on Case creation are still going out for other Support Reps.

I believe these are Global Settings. So the changes should take effect for all.


This issue is causing doubling up of the emails notifications to our customers since our support reps send emails to customers personally. This is creating a lot of confusion and miscommunication with all our customers and its affecting our business.

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