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.

Prerequisites

Ticket automation conditions can reference business hours only if business hours are configured. Explore How to Configure Business Hours for Tickets and Live Chat in BoldDesk

Disable Email Notification Events

You can completely turn off the Email notification event,

1. Navigate to the Admin module in your ticketing system.
2. Locate the settings for Email Notification events.
3. Navigate to Agents tab.
4. Disable the email notifications for the following events:

   • Ticket Assigned to Agent

   • Ticket Assigned to Group
     

     
     
     

Configure Create Ticket Trigger Rule

After turning off the above two events, you can use the Create Ticket Trigger option to send email notifications to users. You will need to have configured an existing business hours. Explore How to Configure Business Hours for Tickets and Live Chat in BoldDesk. Follow the steps below to customize your create ticket trigger.

1. Navigate to Admin > Ticket Automation > Update Ticket Triggers

2. Provide the required fields.

3. Set conditions with preferred business hours and action to send email to user.
   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.
   

   
   
   

Troubleshooting

Agents stopped receiving assignment notifications entirely

• Confirm the trigger rule exists and is active under Ticket Automation.
• Confirm business hours are configured and the rule condition references the correct business hours.
• Confirm the trigger rule action is configured to send an email to the intended recipient.

Notifications still arrive outside business hours

• Confirm the built-in events are disabled under Admin → Email Notification → Agents.
• Confirm the trigger rule condition explicitly restricts execution to business hours (not “outside business hours”).

Frequently Asked Questions

1. Why disable “Ticket Assigned to Agent” and “Ticket Assigned to Group” notifications?
   Disabling these built-in events prevents agents from receiving those emails at all times, allowing you to re-send them only during business hours via automation.

2. Do I need to configure business hours first?
   Yes. The automation approach depends on having configured business hours.

3. Can I do the same for ticket reply/update notifications?
   Yes. Disable Ticket Replied and use a Ticket Update Trigger that sends emails only during business hours.

4. Where do I disable agent email notifications?
   In the Admin module → Email Notification settings → Agents tab, disable the specified notification events.

5. Where do I configure business-hours-only notification logic?
   In Admin → Ticket Automation, using Create Ticket Triggers (for ticket creation) and Update Ticket Triggers (for ticket updates).

Related Articles

1. Notifying Users about Ticket Creation During Holidays or Non-business Hours
2. How to Automatically Add an Approval Request Using Update Ticket Trigger