Tools

How to exclude a user from receiving ticket notifications in Service Desk

We have a user that needs to have no ticket updates whatsoever.

First published date

7/7/2026 5:55 PM

Last published date

7/7/2026 5:55 PM

Product section

Service Desk

Resolution

Currently, there is not a way to exclude a specific user from receiving email notifications as the notification settings are global.

However, a workaround that may help is disabling the user's notifications at the user/group level (Selecting the user avatar icon at the top right, selecting “Profile”, and selecting the Notification Tab)

Disabling the user's notifications can be done by navigating to the User's page (Setup -> Users & Groups -> Users), selecting the user's name, and then selecting the "User Profile Settings" located under the "Actions" option.

Screenshot 2025-11-12 at 1.21.00 PM
For more information, see the following:

Getting started: General features and navigation for agents
Notifications in Service Desk

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