Our agents do not want to receive any ticket update notifications to their direct email addresses. How do we stop emails going to our agents' personal emails?
Email notifications for ticket updates are controlled by the triggers. To disable email notifications to your agents, deactivate any triggers that have the action of Email user | assignee or Email group.
Do not deactivate the two default triggers with the action of Email user | requester, as this will prevent you from reaching your customers. More information about each of the default triggers and what they do is available in the article: About the Support default triggers.