Can I prevent a user from receiving any messages from the helpdesk?

The help desk system sends automated notifications to both agents and contacts.

Email notifications are classified into two categories:

• System notifications
  • These are emails sent to help desk staff, including the password reset email (sent both to staff and contacts)
  • System notifications cannot be disabled. However each agent can customize their preferences via the notification center.
• Emails sent to contacts via a Mojo bot
  • Admins and managers can disable a Mojo bot if it is not needed.

In some cases, all email notifications (including critical system messages) may be unnecessary or even disruptive.

Use cases for disabling all email notifications

• System integrations or API users: The user account is a placeholder for system-generated tickets or API activity and shouldn’t receive email notifications
• Shared mailboxes or no-reply addresses: The user email is a generic or unmonitored inbox (e.g., no-reply@, support@, etc.) that shouldn’t be emailed
• Vendors or partners managed internally: Tickets may be created on their behalf, but your team handles communication through other channels
• Spam or abusive users: The account has been flagged for abuse, and further communication needs to be halted

How to disable all email notifications for a user

To completely prevent a user or agent from receiving any email notifications from the help desk, follow these steps:

1. Navigate to Admin settings > Contacts > Contact list
2. Locate the specific user and click into their profile.
3. Open the role and permissions tab.
4. Check the box labeled Do not send emails to this user
5. Click save

Once enabled, this setting will disable all email communications from the help desk system to that user.