Best practices for reducing email noise from Zendesk Support?

Answered

3 Comments

  • Dwight Bussman
    Zendesk team member

    Hi Abigail,

    This could be a lengthy response, but I'll give it a shot....

    There are a few different possible approaches to this. Here are several to consider:

    1. Each of these types of notifications should have a unique string at the top of the message:
      (eg. "You have been assigned to this ticket" or "You are CC’ed on this ticket" or "We’ve got news for you: Your ticket (#####) has been updated"). Most mail clients will allow the creation of mail-handling rules to route messages to specific mailboxes based on string values. Your agents could create mailboxes for each of these types of tickets (or whatever combination makes sense for their workflow) to handle them more appropriately.

    2. Closely examine the conditions of each of those notifications to insure that they aren't firing more often than you'd like. Many customers employ "Current user is " or "Current user is not" conditions, but this would vary greatly depending on the workflow involved.

    Ultimately, the most graceful solution would allow agents to "opt out" of notifications, but our current system doesn't allow for such granular control. I can mark this as a piece of product feedback for our Product team to consider adding in the future.

    Please let me know if this helps! This split-workflow of having some agents in both "worlds" isn't something I've seen often, but it sounds like something we might need to consider.

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  • Andrew Soderberg
    Community Moderator

    We have 100 agents and over 160 light agents. We are definitely in 'both worlds'. Having an Opt-out and a admin controlled opt-out override at the trigger email level would be great!

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  • Dwight Bussman
    Zendesk team member

    I will definitely pass this need/pain-point along. Thanks for the feedback, all.

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