Question

Can I remove the notifications my agents receive every time a customer creates a ticket? The notification contains this message: A ticket __ by __ has been received. It is unassigned.

Answer

The trigger Notify all agents of received request sends a notification to all your agents every time a user submits a new request and that request has no group associated.

Trigger Notify all agents of received request trigger

You can edit the conditions of the trigger and the text of the email notification. Otherwise, deactivate the trigger from your account.

For related information, see these articles:

  • How can I stop receiving email notifications when a ticket is assigned to me?
  • How do I disable all emails sent to agents?
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