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How to customize email notifications when a ticket is created
Answered
Posted Sep 25, 2019
Hello everyone,
We currently use the Zendesk Guide as our internal knowledge base and End-users submit tickets when a new article is requested or they detect information that needs to be updated/corrected.
I handle those tickets but a notification is sent out to all Administrators when a ticket is submitted.
Is there a way to customize that so I am the only one that receives the email notification?
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7
7 comments
Kay
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
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
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
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
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
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
Yes, I see. Strange phenomenon.
I would suggest logging a ticket with the Support team about this.
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