Prevent sending out of notifications for archived emails?

  • 24 November 2022
  • 1 reply

Hello, how would we prevent the sending out of notifications(ticket created), when connecting our outlook account, for all the preexisting old emails, when first connecting to freshdesk via smtp/imap?



1 reply

Userlevel 3
Badge +3

Hi Achleitner,


Thank you for reaching out to the Freshworks community.


Basically, when a new custom mailbox is configured, all emails from the past day are pushed from the custom mailbox to Freshdesk and this is the default behavior. So, all the emails which are present in your inbox would not be converted into tickets in Freshdesk.


In your case if you would like to skip the new ticket created notifications for those emails as well, we would suggest you to turn OFF the ‘New ticket created’ email notificaiton when you set up the mailbox for the first time by navigating to Admin-->Email notificaitons-->Requester notificaiton-->New ticket created and then enable it again after some time. 


Feel free to drop a note here incase of further queries :)