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..., but you may have also configured custom triggers for notifications as well.
To modify the default notification triggers
- Navigate to Admin > Business Rules > Triggers.
- Open your notification triggers for editing.
- Under Meet ALL of the following conditions add:
- Ticket: Assignee is not <agent name>