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, modify your triggers to omit the Text channel using tags.

To prevent email notifications from being sent out on SMS tickets

  1. Create a new trigger

    • Edit your Notify requester triggers

    • Add the conditions and actions below for your trigger:
      • Meets ALL of the following conditions
        • Ticket > Tags | Contains none of the following | sms_ticketsms_ticket tag.png

    Manually apply the sms_ticket tag to SMS tickets, or create a trigger that automatically applies this tag as shown below:

    • Meet ALL of the following conditions
      • Ticket > Ticket | Is | Created
      • Ticket > Channel | Is | Text
        Ticket is Created. Channel is Text..png
    • Actions
      • Ticket > Add tags | sms_ticketAdd tags.png

    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: About triggers and how they work.

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