Al Iravan

Thanks for your time,

I've added an example below.
 What we'd like to accomplish is to "Notify all the agents of received request" but at the same time making an exception for the users who don't need to be notified.

basically setting it as "Notify these agents only" instead of notifying all agents  

Under the "Email User" drop down we only have these options.
Which isn't allowing to select the specific agents who need to be notified. 


Cheers!

Thank you. 
However the provided answer is too "general" for our concern.

I see the triggers and their settings however can't find a way to separate any specific agent/users from getting all of the notifications.

Cheers!

Hi,

Would like to know the structural differences between Agent and Admin roles and how we can prevent one of our "agent or admin" users from getting email notifications once a ticket is created or a change is made on it.

To better explain the scenario let's say there's a user with managerial observing role that does not need to be notified every-time a ticket is in or a change/comment is made.
How can we achieve that so the rest of the admins/agents will get email notifications but not that one specific "managerial" user.

Thank you.