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

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  • 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. 

  • 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!
  • Oleg Adamyuk

    Hi Cheeny.

    Can you send screenshot or video how to exclude specific users (theirs email) from email notifications once a ticket is created please?


  • Audrey Ann Cipriano
    Zendesk Customer Care

    Hi Oleg, I see you have raised a ticket for the same concern. One of our advocates will be assisting you. Thanks!

  • Stephen Nock

    After an agent (or admin) receives the email notification of request received, is there a way to exclude an agent's native email (Gmail) out-of-office responder from going directly to the ticket / end user?

  • Paolo
    Zendesk Engineering
    Hi Stephen,
    Out-of-office emails or any auto-generated email will always be suspended/blocked by the system. It will not go directly to the ticket. More information here.
    Paolo | Technical Support Engineer | Zendesk

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