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

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2 Comments

  • Sari Siekkinen

    Hi, How could I exclude one agent from this trigger 'Notify all agents of received request'? I did found that there are options to have notifications sent to one agent but that is not a option. Also we would like to exclude Light Agents from that trigger. 

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  • Cheeny Aban
    Zendesk Customer Care
    Hi Sari, 

    You can add a tag under the user profile and use it as a condition to exclude the agent from the trigger. In addition, you can add all your light agents under one organization, add a tag to that organization and use the said tag to exclude all of the members of the org to the trigger. 

    I hope that helps!
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