How does Zendesk send email notifications?

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7 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
    Hi Liz, yes that's certainly possible. In fact, we have a similar process here, which you can learn about here: Zendesk on Zendesk: Bump Bump Solve
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  • Brett Bowser
    Zendesk Community Manager
    Hey Drew, 
     
    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
    Zendesk Documentation Team

    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
    Zendesk Documentation Team
    Glad to hear you got it worked out!
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