Prevent Email Notifications on SMS Tickets - Frequently asked questions
Discover how to stop email notifications for SMS tickets in Zendesk. This page answers common questions and provides solutions to manage notifications effectively.
Frequently asked questions
How can I stop email notifications for SMS tickets in Zendesk?
To stop email notifications for SMS tickets, you need to adjust your triggers. By default, both text and email notifications are sent for each agent response. To only send texts, modify your triggers to exclude the Text channel. You can achieve…
What is the role of the 'sms_ticket' tag in managing notifications?
The 'smsticket' tag is crucial for managing notifications in Zendesk. It helps prevent email notifications from being sent for SMS tickets. By applying the 'smsticket' tag to SMS tickets, either manually or automatically through a trigger, you…
How do I create a trigger to automatically apply the 'sms_ticket' tag?
Creating a trigger to automatically apply the 'sms_ticket' tag is straightforward. This ensures that SMS tickets don't send email notifications. Set up a trigger with conditions: 'Ticket | Is | Created' and 'Channel | Is | Text'. For actions,…
Why should the 'sms_ticket' trigger be above Notify requester triggers?
The order of triggers in Zendesk is important because they fire sequentially. Placing the 'smsticket' trigger above Notify requester triggers ensures it executes first. This order is crucial because it allows the 'smsticket' tag to be applied…
Can I use a single trigger to manage SMS and email notifications?
Yes, you can use a single trigger to manage SMS and email notifications by setting conditions that exclude the Text channel. For instance, you can create a trigger with the condition 'Channel | is not | Text'. This ensures that email notifications…
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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?”
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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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