Question
My agents do not want to receive any ticket update notifications to their direct email addresses. How do I stop emails going to agents' personal emails? Is there a way to turn off email notifications for my agents?
Answer
Email notifications for ticket updates are controlled by triggers. To disable email notifications to your agents, deactivate any triggers that contain the action Email user | assignee or Email group.
Do not deactivate the default triggers with the action of Email user | requester, as this will prevent email updates from reaching your customers. For more information about each of the default triggers and what they do, see the article: About the Support default triggers.
2 Comments
Hi Ryan,
About this topic do you know how to stop the notification email when there is no trigger?
For example we want to set up the side conversation by creating a child ticket and agents receive an email notification for each comment.
There is no trigger active or created with this kind of action.
I did not find anyway how to stop this, someone that can help?
Thank you!
I'm going to bring this into a ticket so we can look into this further with you. You'll receive an email shortly stating your ticket has been created. :)
Thanks!
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