asked this on March 31, 2010 23:32
I am migrating tickets from another helpdesk system into Zendesk using the tickets . I want to keep the requester email address, but I dont want them to receive an email when I do the import. Is that possible?
This is possible. Zendesk pre-defines a number of triggers under Manage > Triggers & Mail Notifications, one of which is to notify the requester that a ticket has been created for them. You can modify this to include a condition "Ticket creation via...is not...Web Service". Any ticket created via the API will not notify the requester.
Really important: Remember to switch the trigger off again after the import.
Zendesk ipad and iphone apps also work over the same API and if you leave the trigger on any updates made via the apps will not send a notification to the requester.
Excellent point Gary, thanks for sharing that!
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