We utilise ticket creation via email forwarding and forward all of our support inbox email to freshservice. A number of "notification" emails (ie. backup notifications, or subscription emails etc.) are also forwarded. We have marked these as spam messages and blocked the sender from within the freshservice interface - this works very well for not creating tickets from these sources, however when an email such as this is forwarded we still receive notification on iOS devices that a new ticket has been created from the email. After logging into the system, there is no ticket created and the request has been blocked as expected.
The only issue here is the annoying notification. It appears that the notification is being created before checking if the message/requester is blocked or spam. The only solution I can see is to stop forwarding certain messages, but this makes our email forwarding rules quite messy when the requests are already being marked as spam quite effectively by freshservice.
Thank you for reaching out.
We have identified the issue and will fix it in the next deployment.
Apologize for the delay and thanks for pointing out the error.
Feel free to get back to us for further support.
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Freshservice - Freshdesk Technologies