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Need follow-up to on trigger not sending email to requester
Posted Apr 23, 2024
Our “Notify Requester of Ticket Received” trigger is failing to send the email to the requester. Checking the ticket events ends with this:
Error
Notification "25821095338125" would exceed limit.
What does that error mean? It appears to only happen when a ticket is unsuspended. Surely that's not by design… can anyone clue me in? Thanks!
Hi Terry,
This occurs rarely when a ticket is recovered from the Suspended View. It triggers an email for user verification, and every CC on the ticket will also receive a verification email. Due to the 20 notification limit being reached between these verification emails and subsequent ticket emails, the error occurred. While this situation is uncommon, it's something to be mindful of when a non-registered end user emails a ticket with several users in CC who are also not registered as end users.
Best,
Paolo | Technical Support Engineer | Zendesk
Apr 16, 2024
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Thank you, Paolo. That explains what is happening, but not really why. We recently enabled the “Anybody can submit tickets” option and are using the allowlist and blocklist to control from whom we get tickets. Everything appears to be working as we would like, including the sender receiving the verification email as expected, and the ticket getting created and suspended until the sender is verified by clicking the link and setting a password. When they do that, the ticket is recovered and set to new, but the trigger ends with the above error. I've tested extensively, ensuring there are no other CCs on the ticket submission, and even changed the trigger to Notify by > User email — Ticket > {requester}. No CC's there either. Thoughts?
Thanks in advance for any additional information.
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1 comment
brandon sherrick
Hello,
The error message you’re encountering, “Notification ‘25821095338125’ would exceed limit,” typically indicates that a trigger in Zendesk is trying to send out more notifications than allowed by the system’s rate limits. This can happen if there are too many triggers set up to send notifications for the same event, or if a specific trigger is configured in a way that causes it to fire multiple times for a single ticket update.
Ensure that your triggers are set up correctly and not overlapping in a way that would cause multiple emails to be sent for the same event.
Zendesk has rate limits in place to prevent abuse of the system. If you’re hitting these limits, you may need to adjust your trigger setup to reduce the frequency of emails.
Look at the ticket events to see if there’s a pattern to when the error occurs, such as only when a ticket is unsuspended, as you mentioned kynect.
If necessary, modify your triggers to prevent duplicate emails and to ensure they align with best practices.
If you continue to experience issues, it might be helpful to reach out to Zendesk support directly for assistance, as they can provide more detailed guidance based on your specific account setup. Remember to provide them with the error message and any relevant details about your trigger configurations and ticket events. They might also be able to provide insights into whether this behavior is by design or if there’s an underlying issue that needs to be addressed.
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