How can I prevent the Helpdesk from sending certain email notifications?

You are able to prevent Mojo from sending certain emails/notifications to Contacts/Users and Staff/Agents. Here is a description of these automated email notifications and how to stop them from being sent.

New Ticket Email Notification for Ticket Requester/Creator

This email is generated by a Mojo bot and is sent to the ticket requester/creator to confirm that their ticket was received. You can turn this off by navigating to your Admin Settings > Business rules > Mojo bots and disabling/deleting the Mojo bot titled: “Email to Requester - New Ticket Confirmation”

New Ticket Email Notification for Agents

Another version of the new ticket notification is sent to helpdesk staff members to alert them of a new ticket. Agents can choose NOT to be notified for any tickets, or updates to tickets when the ticket is assigned to them.  The Agent can navigate to their Notification Center by selecting the ‘bell’ icon at the top right of their browser, and selecting the edit option for “change notification preferences”   Notification Center > manage subscriptions

Assigned To Notification

This email is sent to an agent whenever a ticket has been assigned to them. This notification is sent only to the agent/ticket assignee, not the ticket submitter nor other staff.  This email notification can also be set by the Agent in their Subscription settings:

Comment Added

This email is sent to the the ticket submitter or assignee when a comment has been added to the ticket. An agent will receive a notification when the submitter/user adds a comment. This email notification can also be set by the Agent in their Subscription settings:

There is an email notification that is also sent to the ticket creator/requester, but is generated by a Mojo bot.  You can turn this notification off by navigating to your Admin Settings > Business rules > Mojo bots and disabling/deleting the Mojo bot titled: “Send requester an email when an agent adds a message”

A User/Contact profile can also be edited/changed for the User to not receive any email notifications from the Helpdesk by editing the “Access And Permissions” section on their profile record:

Comment (Staff Note) Added

This email is sent only to agents. The ticket assignee will be notified of any comments added by other staff on tickets that are assigned to them, and this can be turned off in their Subscription settings if not needed:

Ticket Rating Email

This email notification is sent after a ticket has been marked 'closed' for a certain period of time (hours/days), and can be disabled by navigating to Admin Settings > Business rules > Mojo bots, select the bot titled: “Email to Requester - Rate Reminder and make it ”Inactive". You can also turn off ratings all together by choosing Allow Ratings = OFF in  Admin Settings > Tickets > Settings and in the “Miscellaneous” section toggle “Allow rating” to OFF.

Want to change the content of the emails? Head over to our KB article on customizing your helpdesk notifications.