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정민 황

Posted Jul 02, 2021

when chat is taken by agents, e-mail notifications are delivered.

can I set it as a non-delivery notification status?

End-users receive e-mail notifications twice when

1) agents click the chat button

 

2) chat is ended

 

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    Zsa Trias

    Zendesk Customer Care

    Hello there!

    Notifications are sent via business rules. You can check in the events of the ticket which triggers ran upon the creation of the ticket and when the chat ended.
    For more information on this, you can check this article: Viewing all events of a ticket
    After you have figured out which triggers ran, you may want to review the conditions so it would not run twice on a single chat.

    Thank you!

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    정민 황

    Hi Zsa, 

    1. An inactive trigger is working.(can check link)
    1. the notifications are sent to end-user and company e-mail too (even we did not link company e-mail to zendesk, can check screenshot)

     

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    Heather Rommel

    Zendesk LuminaryThe Product Manager Whisperer - 2021Community Moderator

    I agree this sounds like something in your Triggers. Check the events history of the tickets created via chat -- you will see triggers firing that shouldn't. You'll want to update the trigger that sends an email to the customer when the ticket is created - add the condition - channel IS NOT Chat.

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