• ModeratorWes

  • 2 de marzo de 2016 14:33

  

  Hi Martin and welcome to Zendesk.

  When a ticket is solved the requester will receive an email letting them know their ticket has been resolved.  Since you are on a trial account you will have full access to the triggers that occur.  Take a look at this article which explains the default triggers and make sure that are active.

  Also while you are testing make sure you are testing with another email account that is not associated with your admin/agent account.  Agents do not receive certain notifications like end users would.

  Hopefully this will get you going in the right direction and feel free to ask other questions as there is always someone in the community willing to help you at.

• Martin Moore

  • 2 de marzo de 2016 14:53

  Thanks Wes - I've already looked at the triggers and I don't have one for resolved! Has something been missed in my account creation?

• ModeratorWes

  • 4 de marzo de 2016 14:34

  

  @Martin - Can you post a screenshot of your entire Trigger page.

• Martin Moore

  • 4 de marzo de 2016 14:49

   

  

  As you can see I've created one myself, but would expect one by default.

   

• ModeratorWes

  • 4 de marzo de 2016 14:57

  

  @Martin - Glad you got it all figured out.  Maybe Zendesk just thought you needed some practice making triggers :-)  Best of luck during your trial.

• Jessie Schutz

  • 4 de marzo de 2016 20:48

  Zendesk Customer Care

  Hey Martin!

  We used to automatically create a separate trigger for Solved notifications, but about a year ago merged it with the "Notify requester of comment update" trigger. You can find all the details about the default triggers in your Zendesk here:

  • About the Zendesk default triggers

  Hope that clears things up!

• Martin Moore

  • 4 de marzo de 2016 20:57

  Thanks Jessie. That's not what I'm after, and from what I can see I can't create my own triggers with 'Essential' which is the level I wish to buy..

• Jelena Trickovic

  • 22 de mayo de 2019 12:56

  Is it possible to set NO AUTO EMAIL to originator once the ticket is closed in Zendesk?

• Nicole Saunders

  • 29 de mayo de 2019 02:22

  Zendesk Community Manager

  Hi Jelena -

  No, triggers cannot fire on closed tickets. But at that point the email notification would already have been sent. You can set up a trigger to fire at the time the ticket status changes, however.

  What email are you trying to stop?

• Eze Fiszerman

  • 20 de julio de 2020 08:12

  Is there a way to stop emails from being sent when a ticket is closed?

• Chris Bulin

  • 20 de julio de 2020 15:41

  Community Moderator

  Hi @... you would just need to locate the trigger that is sending the email and deactivate it (or update it to exclude closed tickets). You can identify the trigger by looking at the events on a ticket that you know got the email. 

• Eze Fiszerman

  • 21 de julio de 2020 04:46

  Thank you Chris Bulin for your reply and your help.

  Unfortunately I do not see any triggers for this, I checked where the triggers are: Business Rules > Triggers.

  I reviewed all the triggers we have set up and nothing is there. We have a Professional plan and I cannot find a way to deactivate all email communications when a ticket is closed.

• Chris Bulin

  • 21 de julio de 2020 13:09

  Community Moderator

  @... if you don't see a trigger that sends an email, then there should not be a notification going out on closed tickets. If you go to a ticket and change the dropdown beneath the text editor from Conversations to Events:

  

  and then scroll down to see where the events are listed below. Anywhere you see an envelope icon is where a message is going out and the trigger that kicks that off will be linked:
  
  

  If you don't see that, then no message should be going out.

• Eze Fiszerman

  • 21 de julio de 2020 15:56

  Many thanks for your detailed reply. This is helpful.

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