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Question

Disable autoresponder for forwarded tickets

  • 20 August 2021
  • 1 reply
  • 127 views
J
Rank

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

Keer
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Userlevel 5
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!

Cheers, Keer, Freshworks Community Team

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