automation emails being sent as a single email instead of multiple.

We have a sheet we use for Development Projects, sometimes people submit support tickets there that we want to be able to easily forward to our ticketing system, Service Now.

I have an automation setup to trigger on a checkbox being checked that sends an email to our ticketing system, which creates a ticket.

The trouble comes when we need to send multiple rows. If we select a checkbox and save, it should immediately trigger the automation to send the email, but there is a significant delay, and the emails send threaded and end up in a single ticket in Service Now, even if I wait several minutes between clicking the checkboxes and saving between each one.

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SueinSpain

Following with interest as I have issues with emails "batching" up together.

Good luck

Levon

Hi,

In my experience, when live-training Smartsheet automation, automation triggers can take up to a couple of minutes to trigger.

A way to ensure that automations do not combine into one message is to use the message-only option and include placeholders in the message. (With the Message only alert type, any simultaneously triggered rows are combined into a single notification.)

In any case, Smartsheet will combine messages when more than 6 are triggered at once. I just tested this, and it appears to be the case.

HLChristiansen

My message WAS set to "Message Only" and still batched. I've since set it to include fields, and then not include any fields, and it didn't batch. Your reply is confusing, because the image says not to use message only, and your text reply says to use it.

Melissa Yamada

What’s happening is Smartsheet batches row changes that happen close together, so your automation thinks it’s one update and threads the emails into a single ServiceNow ticket. To fix it, you have a few options:

Trigger the automation “when a row changes” instead of any row changes.
Use a helper column and a scheduled workflow that sends one email per row.
Or send the data through Make/Zapier instead of direct email—those tools can create separate tickets instantly.

Basically, Smartsheet isn’t built for true instant row-by-row emails when multiple rows are updated quickly.

Levon

Hi. Yes apologies. I mistyped in the text reply.

Should have said:

Avoid using the message-only option. Instead, use Links to sheet and all fields, or Links to sheet and specific fields. Then include placeholders in the message.

I tested this, and it works up to 6 rows at a time. If 7 rows or more trigger at once, then the alerts are combined into one notification/email.

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