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

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

A comprehensive list of these message types, along with instructions on how to disable them, can be found in this knowledge base article. Note, there are some critical system messages that cannot be disabled (and so they are not listed in the linked article).

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

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.

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