How do You Stop Sending Emails to the Entire Group?

If a ticket is assigned to a group without a designated agent, and a reply is posted in that ticket, the email notifications will be sent to the entire group. To stop the mail from being sent to the entire group, you can turn off the ticket replied email notification event in the admin module. Also, you can use the “Update Ticket Trigger” to send the email to one specific agent.

This article provides a step-by-step guide on how to customize email notifications for tickets assigned to a group, ensuring that only the responding agent receives updates rather than the entire group.

To prevent email notifications from being sent to both the agent and the group when a ticket is replied, you need to disable the default ticket reply notifications.

How to turn off the ticket replied event

Follow the given steps to turn off the ticket replied event:

1. Navigate to Admin > Email Notifications > Agent.
2. Turn off the Ticket Replied event as shown below.

How to send email notifications to an agent

To send a unique email notification to an agent,

1. Go to Admin > Update Ticket Trigger.
2. Create a trigger with the conditions and actions that are shown in the following screenshot.

How to send email notifications to a group

To send a unique email notification to a group,

1. Go to Admin > Update Ticket Trigger
2. Create a trigger with the conditions and actions shown in the following screenshot.

Using the update ticket trigger to assign agent and control email notification

You can use the Update Ticket Trigger to assign the agent who is replying to the ticket and prevent the email notification from being sent to the entire group.
To do this, create an update ticket trigger with the conditions and actions that are shown in the following summary screenshot.