Question
How do email notifications get sent out within my Zendesk Support account? Are emails sent as soon as I submit a ticket?
Answer
All email notifications are generated by triggers within your account. If you have no active triggers, then no notifications will be generated. By default, Zendesk includes triggers to send out notifications to your end users for the following events:
- When their new request is received.
- When an agent submits a public comment.
The default triggers will also notify agents for the following events:
- When a new request is received.
- When the agent is assigned a ticket.
- When a request is assigned to an agent's groups.
- When an end user submits a comment to an assigned ticket.
For more information, please see our article About the Zendesk Support default triggers as well as our article About triggers and how they work.
2 Comments
Hi, is there any option to be notified when a trigger was launched for a specific number of times during some period that I can set? (For example last 24 hours). My goal is to control unusual situations that may occur. For example if some trigger is launched usually 10 times per day but something happens and it launches 30 or more times for the last 24 hours, I would like to know about it without checking manually. Thanks
Hello Matus Wuscher,
Looking into this as our base product stands, there is no native way to perform this type of tracking, as you described. I would recommend sharing your product idea with our developers on our Support Product Feedback forums so that we can consider this update for potential future releases.
Best regards.
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