How can I prevent a single agent from receiving email notifications regarding tickets?
You can prevent an agent from receiving notifications by editing the triggers responsible for generating the notification. The default triggers responsible for notifications begin with Notify assignee... or Notify all agents..., but you may have configured custom triggers for notifications as well. These will also need to be edited.
- Navigate to Admin > Business Rules > Triggers.
- Open your notification triggers for editing.
- Add the condition Ticket: Assignee is not <agentname>.