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

Lucia Otero Couselo
  • Edited

Question

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

Answer

Any admin on the account can adjust the trigger that is responsible for sending these email notifications to you. 

To alter the trigger to exclude any specific user

  1. Navigate to the Admin () icon > Business Rules > Triggers > Notify assignee of assignment.
  2. Click the Options Menu () > Edit.
  3. Under Meet all of the following conditions, add Assignee | Is not | Agent's name.
  4. Add duplicate conditions under Meet all of the following conditions until all agents who do not wish to receive these email notifications are accounted for. 

If none of the agents would like to receive these email notifications, simply deactivate the trigger. This same logic can be applied to any notification trigger to prevent a specific agent from receiving a notification.

For more information about issues with notifications, see the articles listed below.

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10 Comments

  • 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

    0
  • Nicole S.
    Zendesk Community Team

    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? 

    0
  • Richard Meyers

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

    1
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • 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? 

    0
  • Jessie Schutz
    Zendesk team member

    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.

    1
  • Marcia Keren

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

    0
  • Jessie Schutz
    Zendesk team member

    Glad to hear it, Marcia!

    0
  • 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

    0
  • Jessie Schutz
    Zendesk team member

    Hey Sam!

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

    0

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