We have internal customers that send a lot of tickets to us. They also receive a lot of Zendesk notifications by default (ticket received, ticket updated, ticket solved, satisfaction survey). This works for some customers, but others will log into Zendesk to check on their tickets or they only want us to reach back out if there is a problem with the request.
We added the option to opt out of notifications on a per ticket basis.
- Create a custom Notification Opt Out checkbox ticket field and add it to any applicable ticket forms
- Update your notification triggers to only email if the Notification Opt Out checkbox is unchecked
We continue to send emails for updates where the status is Pending and for Satisfaction Surveys (these also act as Solved status emails for us), but all other emails for that ticket are muted.
You could also set this up on a user or organization level by created a User or Organization field that would apply to all tickets for a person if you wanted something a bit more permanent.
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