A major complaint within our organization is that there's a lot of noise coming from Zendesk Support to our agent's email inboxes. Half of our agents use Zendesk primarily through email, while the other half operate primarily within the web interface.
Ideally, we'd like to strike a balance between our agents receiving important email notifications (i.e. being assigned a ticket, being @mentioned in a ticket, being added as a follower, etc.) while not being inundated with less important notifications (i.e. received requests made on behalf of end users, comment updates, etc.). I must add that there are some limitations due to the inability to reference Followers within Triggers, Automations, Views, Macros, etc.
For reference, here is a list of our current email notification triggers that affect our agents:
- Notify requester of received request
- Notify assignee of comment update
- Notify group of ticket request
- Notify assignee of assignment
- Notify assignee of reopened ticket
- Notify followers when ticket updates occur (Settings>Tickets>CCs and Followers)
I'd love to hear your thoughts on best practices for reducing email noise in a purposeful, standardized fashion while still alerting agents of important notifications.
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