I have a question regarding the notification email that the Agent is getting when an Incident notification is sent via email.
I mean, I want the agent to get an email notification about the Incident's Status without the Auto-response from the Administrator. Please see the attached image for Agent and customer.
I created different email notification Rules for Agent and customer but they seem to get the same structure of email notification with the auto-response from Administrator.
As suggested by some of the community members I should customize the Rule Email I send to the customer but I have different messages I need to send depending on the time passed since the Incident was created. I used instead the standard text messages included in the email notification to be easier for customer to access the incidents details on the website.
Can you have a solution to my issue to remove the auto-response from the Agent notification?