Question
How can I stop receiving email notifications when a ticket is assigned to me?
Answer
Any admin on the account can adjust the trigger that is responsible for sending these email notifications to you. Click on the button to quickly navigate to your account settings:
.zendesk.com
Alter the trigger to exclude a specific user following the steps below:
- Navigate to the Admin Center.
- Click Objects and rules.
- Under Business rules select Triggers.
- Locate the trigger in question, for example: Notify assignee of assignment.
- Click the Trigger options (
) > Edit. - Under Conditions, see the Meet ALL of the following conditions section.
- Add the condition Assignee | Is not | Agent's name.
- Repeat this process of adding conditions until you have included all the agents who do not wish to receive these email notifications.
Tip: If none of the agents would like to receive these email notifications, deactivate the trigger. This same logic can be applied to any notification trigger to prevent a specific agent from receiving a notification.
For more information about issues with notifications, see the articles listed below.
8 Comments
https://support.zendesk.com/hc/en-us/articles/1-How-do-I-prevent-end-users-from-being-notified-their-ticket-was-received-
Your link is dead. Can you please provide an updated link.
Hello!
Will these also disable notifications for tickets that I follow? Or just if I am an assignee?
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!
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?
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.
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?
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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