Exclude specific agents from new ticket is created

Answered

3 Comments

  • Nicole - Community Manager
    Comment actions Permalink

    Hi Venu - 

    Many users find the Out of Office app helpful for this purpose.

    0
  • Venu Mandadi
    Comment actions Permalink

    Hi Nicole,

    Thank you for the response. I looked at the app page and from the description, it's not quite clear whether it will work for us but we will check it out. We are mainly looking to disable automatic notifications for new tickets and have everything else working the way it does now. E.g. existing open tickets will remain with agent, tickets can still be assigned to them and they should receive notifications on those specifically assigned to them. Will checkout the app.

    Thanks,
    Venu

    0
  • Brett - Community Manager
    Comment actions Permalink

    Hi Venu,

    If you're just wanted to prevent agents from receiving an email notification when the ticket is created then I would recommend disabling the Notify all agents of received request trigger and possibly the Notify agent/group of assigned ticket. You can find these triggers under Admin>Business rules>Triggers.

    This should help reduce the number of email notifications being sent to your agents which sounds like what you're aiming for.

    Hope this helps!

    0

Please sign in to leave a comment.

Powered by Zendesk