Stop Email Notifications for SMS Tickets in Zendesk
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 this by using tags. Create a new trigger and edit your Notify requester triggers. Add conditions such as 'Tags | Contains none of the following | smsticket'. You can manually apply the 'smsticket' tag to SMS tickets or create a trigger to automatically apply this tag when a ticket is created via the Text channel. Ensure this trigger is above your Notify requester triggers on the active Triggers page. For more details, check the originalZendesk article.
More related questions
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…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
