Sometimes you may need to migrate tickets into a live instance from another environment and have a "silent" migration. That ticket migration involves moving tickets, end-users and agents, which raises the issue of system/welcome emails going out. How can we have a "silent" migration?
Customer is moving from one desk to a new Zendesk account.
For end-users, you can avoid Help Center welcome emails by keeping the Help Center disabled: Can I disable the welcome email for new end users?
If the Help Center is active, you can still avoid end-users receiving an alert when they are created manually or by an API import:
To disable the welcome email for users created by agents
Click the Admin icon ( ) in the sidebar.
Under Settings > Customers, select Customers.
Next to Account emails, uncheck the box Also send a welcome email when a new user is created by an agent or administrator.
For agents, there are three messages typically sent on agent edit or admin creation:
An agent's profile has one or more new emails added to it.
An agent's primary email is changed.
An agent is assigned the role or created with the role of admin.
To prevent emails from being sent out to users when adding them as agents, you will need to import them as end-users first. Ensure all necessary emails are added, then turn that end-user into an agent. Afterwards, tickets can be migrated and assigned to that agent.
Whenever you are ready to finally have your admin added alerts to go out, you can assign a role of admin to those agents.
To sum up:
Turn off welcome email for end-users created manually by agents.
Import everyone as an end-user until their necessary emails are associated with their profile.
Upgrade necessary end-users to agents, but not the admin role until you are ready for unavoidable alerts.
Upgrade agents to admin role, email alerts will be sent out to all system administrators/owner.
Import tickets with correct agent assignments.
You can use the imports API to move tickets in bulk from previous systems into Zendesk Support. No triggers will run on the imported tickets if you use this end-point.
For more information about migrating content please take a moment to read How can I migrate my old tickets and knowledge base to Support?.