Hey Zammad-Community.
We do not want any admin/agent to receive an e-mail notification for every news ticket. For this purpose, I have deactivated the notification in the settings in “also notify via email”. Why do all administrators then receive an email?
Maybe it will be easy but I dont find it.
Thanks for helping me out.
best regards
Patrick
Zammad Version: This is Zammad version 6.3.1-1718620481.9d65e987.jammy
The notification settings are agent specific settings. If you adjust these without applying it as default to all existing agents, these settings will only count towards newly created agents.
Oh ok that means, all Admins will get every notification?
I do not understand your question. I’d like to suggest that you have a look on our documentation to understand these settings better.
Ok, I’ll try again.
We don’t want to receive an email notification for every new ticket.
Is it possible to set this?
Hi!
For clarification, have you clicked on Apply current defaults to all agents here?
This way, the settings propagate to all the users that have an agent role.
Other question, do your admins only have Admin in the roles or also some Agent type of roles?
We want only to use the “admin” roles. Or we should use Agent aswell?
No, you should not. I am asking because the documentation clearly states:
https://admin-docs.zammad.org/en/latest/manage/trigger/system-notifications.html
So, if they also have Agent roles, it may explain why they are getting notifications.
Another thing you could verify is, if they, in their profile, turned on notifications by themselves.
Are you using any Trigger where those users are part of the recipients?
So we don’t use a trigger that triggers a notification in this sense. Only to our customers when they have created a ticket or the ticket has been closed.
I have just checked whether the other users have issued the notifications. (see screenshot)
Ok, I’ll try to work with the Agent role and check again.
So far, thanks for the support from everyone.
After I change the roles from admin to agent an set this default notification like in the screenshot.
It works the way we want it to.
The solution was actually to use the role of agent from now on. Otherwise, every admin received an email for every new ticket and every change to any ticket.
Thank you very much.
It sounds like a bug or misconfiguration to me, since people without agent roles should not be able to receive email notification based on ticket status updates. 
Maybe the admin role as agent permissions configured.
Maybe this was my fault, but now it works so I am happy 
.
Ticket could be closed and mark as solved.
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