Manage Group Email Notifications in Zendesk
How can I manage email notifications for groups in Zendesk?
To manage email notifications for groups, you can adjust the triggers to include or exclude specific groups.
Create a group for agents you don't want to receive notifications and add it as a condition in the trigger 'Notify all agents of received request'. Use the condition 'Group is not' followed by the group name to ensure the trigger only fires when the ticket is not assigned to that group. This requires some testing but allows for more tailored notification settings.
More related questions
How can I stop agents from receiving email notifications for every new ticket in Zendesk?
To stop agents from receiving email notifications for every new ticket, you need to deactivate the default trigger in Zendesk. Zendesk Support accounts come with default triggers that send email notifications to agents or customers. To deactivate…
How can I exclude a specific agent from receiving email notifications in Zendesk?
To exclude a specific agent from receiving email notifications, you can use tags as conditions in triggers. Add a tag under the agent's user profile and use it as a condition to exclude them from the trigger. If you want to exclude multiple agents,…
Can I prevent out-of-office emails from affecting Zendesk tickets?
Yes, Zendesk automatically suspends or blocks out-of-office emails from affecting tickets. Any auto-generated emails, such as out-of-office responses, will not go directly to the ticket or end user. This ensures that your ticketing system remains…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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