Why do my agents receive an email for each new ticket?

Question

All of my agents receive an email notification for every new ticket. How can I turn off or disable these notifications?

Answer

There are standard triggers activated in Support accounts that implement best practices in a ticketing workflow. Some of these triggers send email notifications to your agents or customers. To identify how the notification email was sent, review the ticket events.

To deactivate the default trigger for agent notifications:

Go to Admin Center. In the left sidebar, go to Objects and rules > Business rules > Triggers

Deactivate the standard trigger Notify all agents of received request. Hover your mouse over the trigger to display the options menu icon on the right side of the trigger ( ) and select Deactivate.

Once deactivated, the trigger moves to the Inactive tab.

Optionally, you can also review and deactivate other agent notification triggers to further reduce emails if necessary. Two additional triggers to review are Notify group of assignment and Notify assignee of assignment.

Important: Certain triggers are necessary to send email notifications to your customers. Before you deactivate any standard trigger, review the trigger's function in About the standard ticket triggers.