Disable emails to end-users/customers?
AnsweredHi I have Zendesk Support and it is integrated via API with an answering service we're using to field phone calls related to our product. Right now, each phone call with the answering service creates a Zendesk ticket and that triggers an email to the customer that called in alerting them that a ticket was created. My answering service says this is a setting I need to update inside of Zendesk but I'm not finding anywhere to modify or stop that.
We'd like to be able to receive these tickets but not have the customer notified as the vast majority of them will just be to alert of a successful purchase with no customer follow-up necessary. Is this possible?
Thanks!
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Hi Jessica Ortega,
Without seeing the setup of your particular account, you can most likely do one of several things. If you don't already know which trigger is misfiring, find one of the answering service tickets that sent an email to the customer. Look at the Events by clicking on "Conversations" and switch it to "Events".
You should see which trigger you need after the first comment on the ticket
You can edit the trigger from there by taking out the revisions part of the URL and just hit enter
Now. If your Answering Service tickets are generating private comments and no public comments on their tickets, you can modify your trigger to only fire if a comment is on the ticket that the end user can see:
If the answering service tickets make a public comment AND they're the only tickets created via API, you can use this option instead (exclude API tickets from the trigger)
If they are not the only tickets created via API, you can get creative by looking at the patterns in the tickets they create. I'd imagine the subject lines always have a certain unique text string in them so you can use this:
Thanks for your question. I hope this is helpful!
Sincerely,
Heather
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