Workflow: Prevent email notifications from being sent out on SMS tickets

By default, the user receives both a text message and an email notification with each new response from an agent. To send only text notifications, create a trigger that adds a tag to tickets created from SMS. Then, modify your email notification triggers to skip the tickets with that tag.

The workflow includes the steps below.

Step 1: Create a trigger

Step 2: Modify your notification triggers

Step 1: Create a trigger

Manually apply the sms_ticket tag to SMS tickets, or create a trigger that automatically applies this tag.

To create a trigger that automatically adds a tag

Create a new trigger

Under Meet ALL of the following conditions, add:

Object > Ticket > Ticket | Is | Created

Object > Ticket > Channel | Is | Text

Under Actions, add Ticket > Add tags | sms_ticket

Click Create trigger

Because triggers fire in the order they appear on the active Triggers page, move this trigger above your notify requester triggers.

Step 2: Modify your notification triggers

Use this tag as a condition in your standard and custom notification triggers so that tickets created from the text channel won't get notified through email.

To prevent email notifications from being sent out on SMS tickets

Edit your Notify requester triggers

Under Meets ALL of the following conditions, add:

Object > Ticket > Tags | Contains none of the following | sms_ticket

Click Save