Disabling Email notifications for specific agent/admin

Answered

9 Comments

  • Heather Rommel
    Community Moderator

    I believe it may be different based on what plan you have but if you can change/create triggers, you're in luck!  We have made multiple changes to the triggers that come standard with the product. 

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  • Al Iravan

    Thank you. 
    However the provided answer is too "general" for our concern.

    I see the triggers and their settings however can't find a way to separate any specific agent/users from getting all of the notifications.

    Cheers!

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  • Heather Rommel
    Community Moderator

    Well, it's hard to give you a walkthrough without a few examples of the types of emails that Agent is receiving and shouldn't, but I'll try.

    If the specific managerial Agent is CCd on the ticket, it's much harder to limit what they will get.

    You can add a condition into your existing Notify triggers that say the Assignee is not xyz so as to exclude the Agent Assigned trigger, for example.  

    If you don't want that person to get emails on things they update on tickets themselves, you can add the condition that the Current User Is Not xyz.

    If you want to reduce the updates such as Group Assigned notifications, you can create a trigger to replace it that only emails the other people in the group individually. You have to manually update this if you add agents to that group.

    • Meets all the following conditions: Group is changed to (group that agent is in)
    • Assignee is - (blank)
    • Email user (agent that DOES want the email)
    • Compose your subject and content
    • repeat the above steps in the same trigger for each agent that wants the emails

    Hopefully that's helpful....

    --

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  • Al Iravan

    Thanks for your time,

    I've added an example below.
     What we'd like to accomplish is to "Notify all the agents of received request" but at the same time making an exception for the users who don't need to be notified.

    basically setting it as "Notify these agents only" instead of notifying all agents  


    Under the "Email User" drop down we only have these options.
    Which isn't allowing to select the specific agents who need to be notified. 


    Cheers!

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  • Heather Rommel
    Community Moderator

    Hi Al!

    Thank you for the screenshots, I am realizing you are on the Essential plan.  The good news is, you can modify and create triggers (new for Essential customers) but unfortunately it is limited to the choices you see.

    Professional accounts probably have the functionality I'm referring to. I think there is a workaround of some sort. Do you want to check out this link and see if there's an answer for you there?

    Please accept my apology. I did not intend to mislead you in any way!

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  • Amy Grollman

    Hello,

    I have read this thread and other threads over and over because it pertains exactly to a situation we have here on the Professional plan, but I can't get the email notifications to stop going to one agent only. Specifically, this agent is a supervisor who does need to do public replies periodically on tickets, but only wants to get notified when a ticket is created. He does not want to get notifications when he's cc-ed on other tickets or on responses after the initial ticket creation because by then he's keeping track of it in Zendesk. I've read other posts and attempted several different triggers and he's still getting inundated with emails. Why is it so hard to remove email notifications for a single agent? Please help me figure out how to disable these notifications. FYI, Zendesk support has not responded to me at all (that's a wholly different matter and we will definitely bring that into consideration when we're asked to renew our license). I'm reaching out to this forum for some additional help.

     

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  • Richard Chung

    Amy Grollman

    I'm working through a similar situation at the moment. I have a group set-up where one of the agents does not want to be sent notificaiton/assignment emails when tickets are assigned to this particular group. To get around this, I created an outlook email forwarding group, ZDSalesTarget which includes everybody, but that specific agent. In the trigger, I then use notify target -> ZDSalesTarget, rather than notify group to send the notification. I'm waiting for the email group to be set-up, so I haven't had the chance to confirm if this work flow works, but's its the closest thing I've found so far. 

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  • Amy Grollman

    Richard, that's a good idea. It's a shame that Zendesk cannot find a better solution for customers with this.

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  • Richard Chung

    Amy Grollman It is unfortunate, but I just confirmed that the work-around I proposed is working at the very least. 

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