When texting a user who also has an email address associated with them, my notify requester triggers still fire to send them an email.
- Text channel is being used in the ticket.
- Requester also has an email address as a part of their contact information.
By default, the user will receive both a text message and an email notification with each new response from an agent. To only send texts, you need to modify your triggers to omit the Text channel.
You can do so by adding the "Channel | Is not | Text" condition in your notify requester triggers. If you are using proactive ticket functionality, as outlined in our Proactive outbound texts article, you'll also want to add your text tag to prevent the trigger from firing when proactively texting.