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
Why am I getting so many emails about new tickets?
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.