How to Configure Email Notifications to Send to agents Only During Business Hours
Sending email notifications to agents only during business hours helps you manage communication with your team or clients more effectively. This article will guide you through the process of disabling certain email notifications and setting up triggers to send emails only during specified times.
You can completely turn off the Email notification event,
- Navigate to the Admin module in your ticketing system.
- Locate the settings for Email Notification events.
- Disable the email notifications for the following events:
- Ticket Assigned to Agent
- Ticket Assigned to Group
After turning off the above two events, you can use the Create Ticket Trigger option to send email notifications to users.
To send the email notification for the tickets that are created during business hours, refer to the conditions and actions of the created ticket trigger section shown in the following summary screenshot.
Note: Similarly, to send the email notification for the ticket updates, you can turn off the email notification for the Ticket Replied event and instead send the email notification using the Ticket Update Trigger.
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