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disable email notifications to followers that are LIGHT AGENTS or AGENTS
Posted Jul 23, 2022
Feature Request Summary:
Zendesk Support should have a button that allows Followers for LIGHT AGENTS or AGENTS to be activated BUT turns OFF EMAIL notifications.
Description/Use Cases:
Our LIGHT AGENT AND AGENT receive notifications in the iOS Zendesk Support app AND can get notifications in the Web Browsers as well, so there is simply no need for email.
Business impact of limitation or missing feature:
Currently it is basically spam to them as they read their notifications else where. Finally, like many companies these days, Email is simply not used internally so it makes things even more confusing for light agents, agents using email only for external use with business partners.
Other necessary information or resources:
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4 comments
Official
Samir Shah
Hi all,
Thanks for the feedback here. Happy to share that enhancing the notification experience is on our roadmap! This will include agent-level preferences that will give agents and light agents the ability to customize which channels they receive updates from, and email notifications can be turned off here. We don't have a confirmed release date yet, but I'll keep an eye on this post and will provide an update when we are closer to release. Thanks!
2
Bill Cao
I am looking for a way that a light agent can unfollow a ticket which is not needed to follow any more.
0
James Grant
Completely agree to this. We are a no email company, so the team use notifications in apps and web browsers extensively. Of course some companies still need email notifcations, however an agent setting and a global setting to turn email notifications on / off would be fantastic.
0
Andres
Light agents shouldn't be receiving notified on tickets they are not assigned to / following - this is lousy functionality
0