Question
All of my agents receive an email notification for every new ticket. How can I turn off or disable these notifications?
Answer
Zendesk Support accounts have default triggers enabled for best practices in a ticketing workflow. Some of these triggers send email notifications to your agents or customers.
To identify the source of a notification email, check the Events view of the ticket: Viewing all events of a ticket.
To deactivate the default trigger for agent notifications
- Go to Admin Center, open the Triggers page.
- Deactivate the trigger Notify all agents of received request. Hover your mouse over the trigger to display the options menu icon on the right side of the trigger (
) and select Deactivate. The trigger is then moved to inactive triggers.
- (Optional) You can also review and deactivate other agent notification triggers to further reduce emails if appropriate. Two additional triggers to review are: Notify group of assignment and Notify assignee of assignment.
Important: Certain triggers are necessary to send email notifications to your customers. Before you deactivate any default trigger, review the trigger's function in this article: About the default Support triggers
For more information about notification triggers and how they work, see the following: Creating triggers for automatic ticket updates and notifications.