How do I disable all emails sent to agents?

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  • Gerardo

    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!

  • Brenda Cardinez
    Hi Gerardo, 
    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. :) 
  • Craig of Campbeltown Ltd

    Hi there,

    Would be really useful if this could be made public as have the same issue. All of our agents are receiving email notifications for any activity in each ticket - up to 2,000 tickets in their mailboxes.




  • Christine
    Zendesk Engineering
    Hi Sharon,

    The reason why agents are receiving email notifications is due to business rules. Business rules are Triggers or Automations that sends email notification to users. If you don't want agents to receive email notifications, you can look into the list of your Triggers and Automations, then disable the Trigger or remove the action to send email notifications to users.

    For example: Here are some sample default Triggers that sends email notifications to agents.

    Here's a sample Trigger action:

    Same goes with Automation, you may have an Automation that's sending an email to users.

    Here's a sample Automation action:

    Hope this helps! See About the Support default triggers for more details.

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