Why disable Notify all agents of received request trigger
- Email Tracking
In Zendesk there’s a default trigger called Notify all agents of the received request. It activates when you create a ticket from your agent panel. Not only do users receive a notification but also all agents available in Zendesk.
Therefore, if one of the agents opens the email faster than the end user, the Email tracker will capture that moment and display it in the ticket.
If you’d like, you can deactivate this trigger to improve the accuracy of tracking. Here’s how you do it:
Go to Admin Center > Objects and rules > Business rules > Triggers > Notify all agents of received request. Next, click the Deactivate button at the bottom of the page:
Zendesk will ask to confirm your decision. Click Deactivate once again.
You can activate the trigger at any time in the Inactive tab:
