I am still new to Zendesk and specifically about the notification triggers for emails. A customer has raised an issue to me today, where by he is receiving alot of emails per single ticket.
The customer will update a ticket via the Portal but also via email, depending what suits them best at that point.
However the customer has reported that he then gets the following behavior:
1. I login to the portal to submit my ticket online. I then get an email with the details of the ticket I raised. (I'm happy with this behavior, as the customer needs to see the ticket number).
2. I then receive your response email, the content of which I am aware is also available on the case record but unless I look (highly unlikely) I don’t know that so the email is useful.
3. I suspect I have adopted a bad habit here because on a few instances I have replied to your email (I’m wondering if I should log back into the Support case and add a comment there) and then..
a. I get an email as though I have written to myself
b. I get an email with your response AND
c. I get a second copy of your response with a note saying “I am registered as a CC on this support case”
I would like to find a way to resolve the behavior when the user responds to the ticket via an email, it does not spam them with extra emails.
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