You might be sending notifications to a team within your organization but you want to exclude a staff or a member of that team from getting the notification emails. This article provides information on how to address this issue.
- Access to the staff control panel with "update notification rules" permission.
- Admin access with "insert or update staff teams" permission.
When configuring an email notification in Kayako Classic, you have multiple options as to whom the notification will be sent as seen on the image below:
If you select the option "Send email to the ticket owner's Team", every staff member that belongs to that team (e.g., Administrator team) will receive the notification email. There's no way to exclude a staff member of the team from receiving the notification if this option is selected.
If you wish to limit the notification to specific users or staff members, you may use the option "Send email to other staff" and manually select the staff members you wish to receive notifications.
To do this, navigate to the Staff Control Panel >Home tab > Notifications > Select the Notification to modify > Email tab.
For more information about this, visit the Setting up Email Notifications for Your Staff article.
Or, you may move the staff member that you want to exclude into a different team. This way, you don't have to bother selecting each staff member manually which could be too tedious if too many. Check out the Setting Up Your Team in Kayako article for more information on setting up a team and adding staff to it.