Light Agent Email Notifications - Frequently asked questions
Discover solutions to common issues with Light Agent email notifications in Zendesk. Explore FAQs to troubleshoot and resolve notification problems effectively.
Frequently asked questions
Why don't light agents receive email notifications when sending a ticket to Zendesk?
Light agents don't receive email notifications for tickets they send to Zendesk because their emails are added as private comments. By default, Zendesk's system rule prevents email notifications for private comments from being sent to light agents….
How can I set up a trigger for light agents to receive email notifications in Zendesk?
To set up a trigger for light agents to receive email notifications, you need to create a new trigger with specific conditions and actions. First, add a new trigger and set conditions such as the ticket being created, the comment being private, and…
What are the default notification rules for light agents in Zendesk?
By default, Zendesk does not send email notifications to light agents for private comments. This is due to a system rule that only allows the 'Email user (requester)' trigger action to send notifications for private comments. If you need light…
Can I change the notification settings for light agents in Zendesk?
Yes, you can change the notification settings for light agents in Zendesk by creating a custom trigger. This involves setting conditions such as the ticket being created and the comment being private, and then adding an action to notify the…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
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