To stop agents from receiving email notifications for every new ticket, you need to deactivate the default trigger in Zendesk.
Zendesk Support accounts come with default triggers that send email notifications to agents or customers. To deactivate the trigger that notifies all agents of a received request, go to the Admin Center, open the Triggers page, and deactivate the trigger by hovering over it and selecting 'Deactivate'. You can also review and deactivate other agent notification triggers if needed. For more details, check out theoriginal article.
To exclude a specific agent from receiving email notifications, you can use tags as conditions in triggers. Add a tag under the agent's user profile and use it as a condition to exclude them from the trigger. If you want to exclude multiple agents,…
Yes, Zendesk automatically suspends or blocks out-of-office emails from affecting tickets. Any auto-generated emails, such as out-of-office responses, will not go directly to the ticket or end user. This ensures that your ticketing system remains…
To manage email notifications for groups, you can adjust the triggers to include or exclude specific groups. Create a group for agents you don't want to receive notifications and add it as a condition in the trigger 'Notify all agents of received…