Stop Sending Emails When Ticket Solved in Zendesk
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, identify the trigger responsible for the notification and edit it. Add the condition 'Object > Ticket > Status category | Not changed to | Solved' to prevent the trigger from firing when a ticket is solved. If custom ticket statuses are deactivated, use 'Status' instead of 'Status category.' For more details, check out theoriginal article.
More related questions
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 persists,…
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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…
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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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