Disable autoresponder for forwarded tickets

  • 20 August 2021
  • 1 reply

I have an autoresponder for tickets that are submitted directly. However, we have tickets forwarded from an email address that should not get that autoresponder. Can I disable the autoresponse for tickets that come in forwarded from that email only?

1 reply

Userlevel 4
Badge +12

Hello @jason_18003, you can disable the autoresponder for that requester email by configuring a simple automation rule that runs on ticket creation. Navigate to Admin > Automations > Ticket creation and set up a rule like below: 

Skip new ticket email notifications

The rule would skip the notfiication if the ticket is submitted by the email address mentioned in the condition. 

Let’s know if that helped!