How Zendesk Sends Email Notifications
How does Zendesk send email notifications?
Zendesk sends email notifications using business rules called triggers. Triggers are set up to perform actions based on specific conditions, such as when a new request is received or when an agent submits a public comment. If no triggers are active, no notifications will be sent.
By default, Zendesk includes triggers to notify customers when their request is received and when an agent comments publicly. Agents are notified when a new request is received, when they are assigned a ticket, when a request is assigned to their group, and when an end-user comments on an assigned ticket. For more details, visit theoriginal link.
More related questions
What are triggers in Zendesk?
Triggers in Zendesk are business rules that automate actions based on specific conditions. They are essential for sending email notifications to both customers and agents. For example, triggers can notify customers when their request is received or…
Can I customize email notifications in Zendesk?
Yes, you can customize email notifications in Zendesk by editing triggers. Triggers can be managed from the Admin Center, allowing you to tailor notifications to your needs. For instance, you can modify the 'Notify requester of received request'…
How can I stop admins from receiving all new ticket notifications?
To stop admins from receiving notifications for all new tickets, you can deactivate the default trigger that notifies all agents of new requests. This trigger includes admins, which is why they receive these notifications. If you want to limit…
Can automations send email notifications in Zendesk?
Automations in Zendesk can send email notifications, but by default, only the 'Request customer satisfaction rating' system automation does so. Unlike triggers, automations are time-based and can perform actions after a set period. If you need…
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