Question
How do I send an email in Zendesk? Are emails sent as soon as I submit a ticket?
Answer
Business rules generate all email notifications within your account. Triggers are a type of business rule that performs an action based on certain conditions. If you have no active triggers, then no notifications are generated. By default, Zendesk includes triggers to send notifications to your customers for the below events.
- When their new request is received.
- When an agent submits a public comment.
The default triggers also notify agents of the below events.
- When a new request is received.
- When the agent is assigned a ticket.
- When a request is assigned to an agent's group.
- When an end-user submits a comment to an assigned ticket.
Automations can also notify your customers, but apart from the Request customer satisfaction rating (system automation), no other default automation sends emails to your customers.
8 comments
Elizabeth Churchill
Hi,
I'm not sure if this is possible. I have pending tickets. I would like to automatically mark these as solved after 7 days if there is no response from the customer. I can do that. I would like to add an automatic response to the customer that we are closing the ticket. Is that possible?
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Dave Dyson
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Brett Bowser
You can edit your triggers from the Admin Center as mentioned here: Managing Triggers
The trigger you're looking for is Notify requester of received request.
I hope this helps!
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Assen Gueorguiev
Greetings!
Would it be possible to add some info to this article on the notifications sent to Admins? Seems like there are some differences (vs. Agents) and there's little info out there. We're specifically struggling with Admins getting notified of all new tickets, even for Groups that the Admins are not members of.
Thank you in advance
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Jennifer Rowe
Hi Assen Gueorguiev!
The default email notifications that go out for tickets are the same for admins and agents.
There is a default trigger to notify all agents (and that includes admins) of new requests. So that is probably what you're admins are experiencing. You might want to deactivate that trigger if you don't want notifications going to all agents for all new tickets.
Hope that helps!
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Assen Gueorguiev
Appreciated Jennifer Rowe. We were able to create a template clone and there simply changed the action item so that new tickets only notify members of the "Support" group.
Thank you for the super quick response and have a wonderful day!
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Jennifer Rowe
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Julie Hinrichs
How can I remove a specific customer from getting these notifications?
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