Domanda
I miei agenti non vogliono ricevere notifiche di aggiornamento dei ticket ai loro indirizzi email. Come posso evitare che le email vengano indirizzate alle email personali degli agenti? C'è un modo per disattivare le notifiche email per gli agenti?
Risposta
I trigger controllano le notifiche email per gli aggiornamenti dei ticket. Per disattivare l’invio di notifiche email agli agenti, disattiva i trigger che contengono l’opzione Notifica per > Indirizzo email utente | Oggetto | Ticket > (assegnatario) o Notifica per > Email gruppo.
Quattro trigger predefiniti contenenti queste condizioni:
- Notifica aggiornamento dei commenti all’assegnatario
- Notifica assegnazione all’assegnatario
- Notifica riapertura del ticket all’assegnatario
- Notifica ricezione della richiesta a tutti gli agenti
Per ulteriori informazioni su ciascuno dei trigger predefiniti e sulle relative funzioni, consulta l'articolo: Informazioni sui trigger predefiniti di Support.
Avviso: non disattivare i trigger predefiniti con l’opzione Notifica per > Email utente | Ticket > (richiedente), poiché impedirebbe l’invio di email di aggiornamento ai clienti.
4 commenti
Christine
The reason why agents are receiving email notifications is due to business rules. Business rules are Triggers or Automations that sends email notification to users. If you don't want agents to receive email notifications, you can look into the list of your Triggers and Automations, then disable the Trigger or remove the action to send email notifications to users.
For example: Here are some sample default Triggers that sends email notifications to agents.
Here's a sample Trigger action:
Same goes with Automation, you may have an Automation that's sending an email to users.
Here's a sample Automation action:
Hope this helps! See About the Support default triggers for more details.
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Craig of Campbeltown Ltd
Hi there,
Would be really useful if this could be made public as have the same issue. All of our agents are receiving email notifications for any activity in each ticket - up to 2,000 tickets in their mailboxes.
Thanks
Sharon
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Brenda Cardinez
I'm going to bring this into a ticket so we can look into this further with you. You'll receive an email shortly stating your ticket has been created. :)
Thanks!
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Gerardo
Hi Ryan,
About this topic do you know how to stop the notification email when there is no trigger?
For example we want to set up the side conversation by creating a child ticket and agents receive an email notification for each comment.
There is no trigger active or created with this kind of action.
I did not find anyway how to stop this, someone that can help?
Thank you!
0
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