About the Support default triggers

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37 Comments

  • Kristine Siim Viftrup
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    Can you exclude agents from getting email notifications? I've put in meet all of the following conditions under Notify group of assignment, ex assignee is not Kristine. Put some agents still get email notifications and some get notifications from a week ago? Can you tell me what I did wrong?

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  • Kay
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    Kristine Siim Viftrup, could it be that these agents are receiving cc emails?
    If not, could you share a screenshot of your trigger?

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  • Jean Cesar Martínez
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    Hi

    I have a trigger that sends an email when a ticket is assigned. The email the agent receives includes a whole section of the ticket's data that are not in my trigger.

    I wonder where does that section comes from.
    Can I remove/edit them?

    Here is a picture.

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  • Ben Van Iten
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    Hi Jean,

    It is not possible to remove that section as that is default behavior for notifications sent to agents. However, I just wanted to let you know that this is only present in messages that are sent to agents. Your end-users will not see that information on other trigger responses. I wasn't sure if that was a concern of yours but I wanted to clarify that.

    I hope this is helpful!

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  • Jean Cesar Martínez
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    Ben - Thanks for your reply.

    I wish I could at least add fields into that section that we consider important. I guess I will add the placeholders I need into my triggers.

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  • Jam Dimaiwat
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    how can i deactivate the trigger that sends all emails to the account owner? I understand the trigger for agents receiving the emails but how can i stop the acct owner from receiving all the emails?

     

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  • Jean Cesar Martínez
    Comment actions Permalink

    Hi Jam -

    I suggest to first make sure you really want to deactivate the trigger. Maybe you just need to change the recipients in the trigger's Action.

    If you are 100% sure you want to deactivate the trigger go to:

    Settings > Triggers
    locate and open the target trigger
    Click the three little dots at the top right
    Click Deactivate.

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