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

Katie Dougherty
  • Edited
Zendesk Digital Resources Team

Question

I don't want my customers to receive an email when I solve their ticket. How do I make sure they do not get a notification when a ticket is solved? Is it possible to solve tickets without sending an email to the requester?

Answer

The default trigger, Notify requester and CCs of comment update, is most likely responsible for the email because the actions of the trigger notify end users of a new public comment on the ticket.

To stop email notifications from going out when a ticket is set to solved, adjust the trigger to only notify requesters when the ticket is set to any status other than solved. 

  1. Identify the trigger sending the email notification to the customer.
  2. Edit the trigger responsible for sending this email notification.
  3. Add the condition Status | Not changed to | Solved to prevent a solved status from firing the trigger. 
    Status_Not_Changed_to_Solved_Condition.png
Note: If your agents do not send a final public reply when they solve a ticket, add the condition Comment | Is | Public on all your email notification triggers. Your agents can solve tickets without a public reply and customers will not get an email.

For related information about email notifications on solved tickets, see the article: How do I notify my customers that their ticket was solved?

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4 Comments

  • Christopher Gentile

    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?

    0
  • 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. 
     
    0
  • Attractive.Media

    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.

    0
  • Nara
    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.
    0

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