How to customize email notifications when a ticket is created

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7 Comments

  • Kay
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    This is probably done by a trigger. So you should be able to edit the trigger and just send the email to you.

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  • Erika Nickel
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    I thought the same and I tried editing the Trigger but I am not seeing an option to select a specific user or email address

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  • Kay
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    Try scrolling or typing the agent's name in that list.

    If it still doesn't show, are you on a lower plan than Professional?
    There is another way around that by using targets or groups.

     

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  • Erika Nickel
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    If I type a name the same options as before show up.

    As for the plan, I am not sure. I know we are on Enterprise.

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  • Kay
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    We are on Enterprise too.
    I verified this across 3 different zendesk accounts.
    On all accounts there is a list of all agents (even lightagents).

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  • Erika Nickel
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    For some reason name are not showing up for me.

    Is there any specific setting I should check for in the users?

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  • Kay
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    Yes, I see. Strange phenomenon.
    I would suggest logging a ticket with the Support team about this.

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