Confirming Trigger Suppression for CC'd Users
Learn how to confirm if a trigger was suppressed for a CC'd user in Zendesk using the API audit log.
How can I confirm if a trigger was suppressed for a CC'd user?
You can confirm if a trigger was suppressed for a CC'd user by checking the ticket's audit log via the Zendesk API. This suppression occurs to avoid sending duplicate notifications to users who are already recipients of the email that updated the ticket.
To check, access the audit log athttps://{your subdomain}.zendesk.com/api/v2/tickets/{ticket number}/audits.json. Look for thenotifications_suppressed_forfield, which will list the user IDs for whom notifications were suppressed. This helps ensure that users do not receive multiple emails for the same ticket update.
More related questions
Why didn't a trigger fire for a CC'd user in Zendesk?
Triggers may not fire for CC'd users if they are recipients of the email that updated the ticket. This is to prevent them from receiving multiple notifications for the same update. If a user is CC'd or in the 'To' field of the original email, any…
What is the purpose of suppressing trigger notifications for CC'd users?
Suppressing trigger notifications for CC'd users prevents them from receiving multiple emails for the same ticket update. This is particularly useful when the user is already a recipient of the email that updated the ticket. By suppressing these…
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