Dec Norton

Similarly, we get another notifications 24 hours after the ticket has been solved when the customer survey is sent out (always at 4 minutes past the hour) - we don't care that they were sent the email, but we do care if they submit a review.

We have the Slack integration posting notifications to one of our channels so we know when a new ticket is created or updated; however we're also getting a lot of notifications when automations update a newly created ticket, meaning when a new ticket is submitted we get a total of 3 notifications:

• A new ticket has been created by
• A new ticket has been updated by Zendesk
• A new ticket has been updated by Zendesk

The two additional notifications are being triggered when Answer Bot has suggested articles and is setting ab_suggest_true to true, and again when Answer Bot is including the articles it has suggested in the ticket itself.

I've tried to modify the 'Slack Ticket Trigger' but it won't let me save, giving the following error message: "This item is required by an installed app on your account, so it cannot be modified"

Is there another way (without writing our own integration) to fine-tune the notifications that are sent, or are there any plans to add this functionality in the future?