Stop Emailing Customers on Ticket Solve - Frequently asked questions
Discover how to prevent emails to customers when solving tickets in Zendesk. Explore multiple FAQs to manage notifications and streamline your support process.
Frequently asked questions
How can I stop sending emails to customers when a ticket is solved in Zendesk?
To prevent emails from being sent when a ticket is solved, you need to adjust the trigger settings in Zendesk. The default trigger, 'Notify requester and CCs of comment update,' is likely responsible for sending these emails. To stop this,…
What should I do if emails are still sent after setting the trigger condition in Zendesk?
If emails are still being sent after setting the trigger condition, there might be an issue with how the trigger is configured. Ensure that the condition 'Status | Not changed to | Solved' is correctly added to the trigger. If the problem…
Can I solve a ticket without sending a public reply in Zendesk?
Yes, you can solve a ticket without sending a public reply, which will prevent an email from being sent to the customer. To do this, ensure that your email notification triggers include the condition 'Ticket > Comment | Is | Public.' This setup…
How can I ensure no email is sent when submitting a blank comment in Zendesk?
To ensure no email is sent when submitting a blank comment, you need to adjust the triggers and automations in Zendesk. Emails are sent via Business Rules, so modify these rules to prevent notifications when a blank comment is submitted. Review…
Will customers receive an email if I type a message and then solve the ticket in Zendesk?
Yes, if you type a message and then solve the ticket, the customer will receive an email notification. This is because the action of adding a public comment triggers the email notification. To prevent this, ensure that the trigger conditions are…
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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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