Overview
Managing customer communication is a critical part of any service workflow. Sometimes, technicians want to complete a Work Order (WO) without notifying the customer via email, especially for internal tasks.
In your system, customer emails for Work Orders are managed through Communication Templates. These templates act as rules that dictate what message to send and who to send it to.
If you want to stop sending emails for specific Work Order types (e.g., Repair or Installation), there are two ways to do that.
By not creating a communication template for the Work Order type.
By modifying or creating templates with specific recipients.
How to Stop Sending Customer Emails
If you're setting up a new WO type and never want to send communication emails to customer after work order completion, simply do not create a communication template specifically for that WO type. The system will allow you to finish work order completion process without attempting to send any email to the customer.
If a communication template already exists and includes the WO type, you can modify it and exclude that work order type to stop emails from being sent.
Navigate to portal settings and click Work Orders.
In the Communication tab. Find your active template and click the pen icon to edit.
Locate the Work Order Type field within the communication settings.
Uncheck the specific WO types (e.g., Repair, Installation) for which you want to stop customer emails.
Save your changes.
Once the system can not find any communication template setup for that work order type, it will skip that step during work completion and you can complete your work order normally without sending communication to anyone.
Send emails internally and not to the customer
If your goal is to stop sending emails to the customer but still notify internal team members (like an admin or service manager in the back office), you should create a new internal-only communication template for that work order type.
Navigate to portal settings and click Work Orders.
In the Communication tab, click the + Add button in the top-right.
Locate the Work Order Type field within the communication settings.
Check the specific WO types (e.g., Repair, Installation).
In the Recipient field, type @ and select the internal team members (e.g., [email protected], [email protected]).
Configure the rest of the communication template and save.
Now, when a work order of that type is completed, since only internal team member is set as the recipient, the completion email will be sent only to the internal team members, not the customer.
This is a simple way to keep customers from receiving unnecessary updates, while keeping your workflow smooth.