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How can I stop receiving email notifications when a ticket is assigned to me?



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Katie Dougherty

Zendesk Digital Resources Team

Edited Jan 07, 2025


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8 comments

Hi Alexander, thanks for the heads-up! The link should be working now.

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Hello!

Will these also disable notifications for tickets that I follow? Or just if I am an assignee?

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Hi Yeni, 
 
Unfortunately, there's no way to disable email notifications to followers. Customizing default email notifications for CCs and followers
 
If you'd like, you can leave information about your use case for our product team here: Feedback - Ticketing System (Support).
 
Using the template we provide helps ensure our product team has the information they need. Thanks!

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Hello,

Is there any way to manage who will receive notifications when a ticket is created? and somehow customize it to block notification for one of the admins?

 

 

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Jacob the Moderator

Zendesk LuminaryCommunity Moderator

Hi Arezoo Khadem

If you want a notification trigger to make exceptions for certain users, I would recommend adding a condition in the ALL section that says: Contains none of the following tags "no_email", and then add that tag to the users you want to not receive the email.

I say tag, but it could be a checkbox or other field, you could also call it something else of course. You probably have multiple triggers that send notifications, so keep in mind which you want to make this exception for.

Hope that helps.

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Jacob, 

Your idea of the no_email tag is a great one. I used it to stop sending an email to a user that is actually a ticketing system from a customer of ours. Basically, us sending them a response was causing a loop that resulted in the systems updating each other. So I just shut it down!

While this fixed the looping updates issue for me, it did introduce another problem. That is that any users that are cc'd on the ticket no longer get emails. 

The reason this happened is the trigger that sends the email doesn't have a way to break cc'd users away from the requestor. 

Do you (or does anyone) have any ideas on how I can stop emails from being sent to the originator but continue to send to people on the cc line? 

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Salim Cheurfi

Zendesk Customer Care

Hi Rico, 
 
If I understood well, you want to send notifications only to CC's and not the main requester, unfortunately a notification send by trigger cannot target only the CC. 
 
Alternatively, you can create a Webhook that notifies your external end user when your trigger conditions are met. For more information, see the article: Creating webhooks in Admin Center.
 
I hope this helps, 
 
Best,
 
 

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