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.
4 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!
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.
Thanks
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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