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.
6 Comments
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.
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!
Hi Cheeny.
Can you send screenshot or video how to exclude specific users (theirs email) from email notifications once a ticket is created please?
Thanks
Hi Oleg, I see you have raised a ticket for the same concern. One of our advocates will be assisting you. Thanks!
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?
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.
Best,
Paolo | Technical Support Engineer | Zendesk
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