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How can I stop sending an email to customers when I solve a ticket?



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Katie Dougherty

Zendesk Digital Resources Team

Edited Jan 10, 2025


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6 comments

I added the condition - 

 

Add the condition Status | Not changed to | Solved to prevent a solved status from firing the trigger. 

 

However, the email for the Solved Status was sent out. - Any thoughts?

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Marine

Zendesk Customer Care

Hi Christopher!
 
I've created a ticket in our Support for you to assist you better for this case. 
You can expect an email shortly. 
 

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Hi Marine,

Can you share with the rest of us what we can do to make sure that simply entering a blank comment and pressing "Submit & Solve" or "Submit & Close" sends no email?

It should still send an email if there is content in the comment box, I would think.

Appreciate your insight! Thanks.

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Nara

Zendesk Customer Care

As all emails are sent out via Business Rules in Zendesk, if you would like to ensure that when entering a blank comment and pressing "Submit & Solve" / "Submit & Close" an email is not sent, you would need to change any related Triggers/Automations that run to not send that notification out.

In case it can help for reference, I would recommend checking out Zendesk's article on how Triggers work, to better understand how these emails are sent.

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If I set the trigger to send an email notification when a ticket is set to anything other than solved, would the customer still receive an email response when I type my message and click “solved”? 

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Christine Diego

Zendesk Customer Care

Hi Raida,
 
When setting the ticket status to "solved" without adding any messages to the ticket, the customer should not receive any email notifications regarding this status change.
 

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