How can I stop receiving email notifications when a ticket is assigned to me? Follow

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10 comments

  • Avatar
    Itamar Freiman

    Hi Lucia,

    Thanks for this. Though i want an email to be sent to assignee if it was assigned to him by someone else them himself.

    i don't see neither in automation nor in triggers a condition that allows me to select the assignor. 

    I imagine that i can do something along the line of when you want to assign a ticket you'll be required to fill a Tag which then could trigger an email. or vice versa, not allow to assign ( is it possible? ) but require a tag to be filled and based on it actions will come in place that will assign and email the assignee.

    Are there built in solution that are easier? like such a condition ?

    Or any other solution?

    Thanks

  • Avatar
    Nicole - Community Manager

    Hi Itamar - 

    Welcome to the Zendesk Community! 

    To make sure I understand, what you're saying is that a ticket comes in, and agent A assigns the ticket to Agent B. You want agent B to receive a notification email that the ticket was assigned to him or her, correct? 

  • Avatar
    Richard Meyers

    I do not see "Business Rules" when I click on "Admin"

  • Avatar
    Jessie - Community Manager

    Hi Richard! Welcome to the Community!

    Are you an Administrator or an Agent in your Zendesk? Business Rules are features that can only be edited by admins; if you're an agent you won't have access.

  • Avatar
    Marcia Keren

    How can I avoid email notification to the agent that added a comment to a ticket? 

    For example, the ticket is assigned to agent A. Agent A replies to the customer, but he doesn't want to receive the email notification for his own reply. HOw can that be done? 

  • Avatar
    Jessie - Community Manager

    Hi Marcia!

    You'll want to check your Notify assignee of comment update trigger. Make sure that it includes the following condition: Assignee > Is not > (current user). This will make sure that the trigger will not fire if the person updating the ticket is the person assigned to the ticket.

  • Avatar
    Marcia Keren

    Thank you Jessie! Actually I found the answer a couple of days ago and it works. Many thanks! 

  • Avatar
    Jessie - Community Manager

    Glad to hear it, Marcia!

  • Avatar
    Sam Harper

    I have a manager I want to have access to the system but not receive any emails. How do I stop emails to this user except for when he is the customer needing support?

    -Sam

  • Avatar
    Jessie - Community Manager

    Hey Sam!

    I'm not sure I totally understand...is that manager going to be an agent in Zendesk?

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