The 'sms_ticket' tag is crucial for managing notifications in Zendesk. It helps prevent email notifications from being sent for SMS tickets.
By applying the 'sms_ticket' tag to SMS tickets, either manually or automatically through a trigger, you can ensure that only text messages are sent. This tag acts as a condition in your triggers to exclude email notifications for tickets created via the Text channel.
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…
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,…
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…
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…