Subcribers in a ticket

Andreas Hügin shared this question 2 months ago
Answered

When I create a ticket, all agents are automatically assigned as subscriber. How can a disable this function?

Comments (2)

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Hello Andreas,

By default all support agents will be subscribed and receive notifications, but you can redefine it with new trigger in Automation Rules. Just create new trigger with Object Created Event, and set the conditions for Object type to be Ticket and set other conditions if required. In Actions you would need to add Notify and Subscribe Author and Notify and Subscribe required Agents or Agent Groups.

You can set as many triggers as you want according to your workflow - more details are in Automation: How do Triggers Work?

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Thanks. I could create the trigger. I added an additional condition: user.group is "IT".