Per Ticket, User, or Organization Notification Opt Out
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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Another good tip. Thanks, Daniel!
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Hey Daniel, I am new to Zendesk, so thing don't seem as trivial yet, but would this set-up be also possible for agents who are CC'ed who would like to disable email notifications on a specific ticket?
Julien
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Hi Julien,
This solution as described above wouldn't work for CCs as it's really only designed for the requester. If you were okay with these tickets not including CCs you could maybe pair it with this tip where you could automatically remove CC's. Just note that the tip is unsupported by Zendesk and depending on your configuration could result in some strange behaviors if its modifying fields that your other triggers are dependent on in relation to when certain triggers fire.
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Hey Daniel, thanks for the prompt reply, I'll give your tip a look!
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Absolutely, best of luck! I'll also add that if you decide to move forward with the remove CC's portion - if you really do need CC's to get some emails, it's probably not the right call and it may be better to just manually add/remove CC's when they do or don't need emails.
There appear to be some CC changes coming per the most recent What's New at Zendesk post so it's possible that maybe this would work in the short term once that feature becomes available to customers.
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