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 disable email notifications to your agents, deactivate any triggers that contain the Notify by > User email | Object | Ticket > (assignee) or the Notify by > Group email action.
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 of the default triggers and what they do, see this article: About the Support default triggers.
Warning: Do not deactivate the default triggers with the Notify by > User email | Ticket > (requester) action, as this will prevent email updates from reaching your customers.