Why do my agents receive an email for each new ticket?

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

1. Go to Admin Center, open the Triggers page.
2. 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.
3. (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.