Question
How do I prevent email notifications from being sent out on SMS tickets?
Answer
By default, the user receives both a text message and an email notification with each new response from an agent. To only send texts, you need to modify your triggers to omit the Text channel.
You can use tags to prevent email notifications from being sent out on SMS tickets.
- Create a new trigger.
-
Edit your Notify requester triggers.
- Add the following conditions and actions for your trigger:
- Meets ALL of the following conditions
- Tags | Contains none of the following | sms_ticket
- Meets ALL of the following conditions
You can manually apply the sms_ticket tag to SMS tickets, or you can create a trigger that automatically applies this tag as shown below:
- Meet ALL of the following conditions
- Ticket | Is | Created
- Channel | Is | Text
- Actions
- Add tags | sms_ticket
- Add tags | sms_ticket
Because triggers fire in the order they appear on the active Triggers page, move this trigger above your Notify requester triggers. For more information, see the article: How do triggers run according to theirs position on the trigger page?
15 Comments
I did add the condition that Tags > contain none of the following > 'proactive_text' as this is the tag that is applied to all text messages but I the requester still receives an email. What am I doing wrong?
Move the Ticket is Updated to the ANY area (below)
also add Ticket is created
This will allow for tickets created to be included as well as ticket updates
Matt Beesley Check the event log on the ticket and make sure it is this trigger causing the email.
McCabe Tonna - I think your option will make emails send on extra occasions, not prevent sending as I think Matt is asking.
Thank you for providing your response, I've updated the trigger to the following which I think has resolved the issue
Would this mean the requester would receive a notification even if I were to create a ticket and use the internal notes field as a memo for s later public response?
thanks
Matt
that is correct, I don't want the requester to receive an email notification along with the text
Matt, that trigger is very specific - it ONLY covers the creation of a ticket - not the update - as you have both of those in the ALL section. This may mean other notifications that you DO want to go out are not triggered.
As long at this is your intention - it will be fine, however the previous setup would have prevented the trigger from firing if the proactive_text tag was present, so I'm just a little concerned that the issue may have been caused by another trigger and that you are possibly just breaking something else :)
Let me know if you need help.
I have set up the macro to the following -
Am I correct in saying that the customer will only receive a notification once we have updated their ticket with a public response and that they will not receive a notification email when they receive a text?
I assume that this is due to the fact that a text ticket is created then solved whereas an email ticket is updated then solved?
Hello Matt, not having the overall picture I can't be sure what your intention is, what other triggers are involved etc.
The change you have made here makes no difference to the one before because with only one in the ANY sections, it still have to meet ALL the conditions and the ANY one.
All the trigger versions you have shown exclude sending to tickets with the proactive_text tag... nothing else should be needed for what you are asking. I'm not sure why you are changing other things. If it still fired, either the tag was not present... or another trigger was to blame.
I should explain to give you a better picture. The trigger that I showed above notifies the customer that there has been an update to their ticket with the new correspondence via email. When we create a ticket to send as a text message to a customer (via another trigger that uses the tag 'proactive_text tag in order to send as text and not email) the customer also receives an email notification with the updated correspondence. I would like the customer to only receive a text message as it is unnecessary to receive both, is this possible?
Do both these triggers shows as firing in the event log?
There is another trigger firing, which is unrelated, but the only other trigger is the "send outbound text" so they are not firing at the same time.
Should I set up another trigger to stop the email updates being sent at the same time?
If there is no trigger firing that sends an email, there should be no email. Presumably the text trigger does not send an email too.
This is the trigger to send the text, should I have a condition in here to prevent the requester receiving an email as well as a text?
That doesn't have an email action. Can you get a screenshot of the event log off the update where a user receives an email.
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