Question
My agents do not want to receive any ticket update notifications to their email addresses. How can I stop emails from going to agent personal emails? Is there a way to turn off email notifications for my agents?
Answer
Triggers control email notifications for ticket updates. To deactivate email notifications to agents, deactivate triggers that contain the Notify by > User email | Object | Ticket > (assignee) or the Notify by > Group email action.
To deactivate the four default triggers that contain these conditions:
- Notify assignee of comment update
- Notify assignee of assignment
- Notify assignee of reopened ticket
- Notify all agents of received request
For more information about each default trigger and its function, see About the Support default triggers.
Warning: Don't deactivate default triggers with the Notify by > User email | Ticket > (requester) action. This prevents email updates from reaching customers.