In our case, what we do is have a new ‘ticket’ object in which we decide if the ticket is ‘intern’ or ‘normal’, with ‘intern’ being the default. The flow is as follows:
- We create a new ticket from “call” with the label “intern”.
- When it’s labeled “intern,” we don’t send a notification to the client about the created ticket.
- If we want to notify the customer, we change the label from “intern” to “normal,” allowing the client to receive regular notifications.
This way, we manage our tasks for each client, distinguishing between those created by the customer and those auto-generated by us for the customer.