Avoid notification "Ticket will escalate soon"

Technical assistance
1

Infos:

  • Used Zammad version: 6.2.0-1704392455.bba4f84a.jammy
  • Used Zammad installation type: docker-compose
  • Operating system: debian
  • Browser + version: firefox 121

Hi,

we have a SLA and it works fine, but the notification “Ticket will escalate soon” we dont want. How can we avoid it?

Thx!

Erik

2

You can disable the personal notification via Profile > Notifications

As an admin, you can set the default notification settings for all agents via Admin > Settings > Ticket > Notifications.
You can also push your newly adjusted settings to all agents with the button “Apply current defaults to all agents” on that admin notification page.

3

Hi, thanks :slight_smile: but thats not what i want… i know this notifcation settings.

But currently we gotting insteand 2 mails for one Ticket (when SLA is set).

First: New Ticket
Second: Your Ticket will escalate soon
Third: Your Ticket escalated

So i want to avoid this second mail “your ticket will escalate soon”, you know what i mean?

Thx!

Erik

4

You cannot disable this notification.
You can only outsmart this notification if you don’t let your escalation time go 15 minutes (or less) towards your escalation point.

Not really helping I know I just wanted to clarify.

5

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