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Prevent Follower emails



Posted Jun 26, 2024

As Zendesk currently operates we have no way to tell it to not send Follower  emails. There are situations where our agents do not need to be emailed that a ticket they are following has been updated. For example, we use the MyReadReceipts app, which posts an Internal note to a ticket when a Public reply is read. That triggers a Follower email notification when we don't necessarily need it to.

 

It would be great if we had a way in Triggers to suppress the Follower email notifications in specific scenarios.


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3 comments

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Shawna James

Community Product Feedback Specialist

Hello Jacob, 
 
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

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Sydney Neubauer

Zendesk Luminary

+1 we run into this all the time. We use internal notes for internal conversations among our team. As we also have followers we have to manually remove followers for these discussions then add them back afterwards (so much time to do for every internal conversation). We have had instances where they weren't removed and they will reply to the message, thus misinterpretting notes that are meant just for our team.

 

Imagine HR having an internal conversation, only the conversation is shared among other Agents.

 

There should be a setting to state when internal notes get emailed out vrs not

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Benjamin Kirsch

Zendesk Product Manager

Hey Jacob, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. 
 
At this time we are going to close this post for comment and mark it as “Not Planned”. If you are interested in learning more about this and other features being built please make sure to check out our Community events and Zendesk Updates. Thank you again for your feedback and we appreciate you being a valuable Zendesk Community member.

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