We are using workflow automators for various tasks such as Employee Onboardings. 1 action within the onboarding workflow we use is to email staff from other departments notifying them of the new starter. For example, an email to the finance dept:
“Hi finance team - here are details of a new user - please add them to the payroll system”
What we have noticed is that if person being notified replies to the email, it creates a new ticket which is undesirable. Usually the response is along the lines of:
“Thank for letting me know - i have added the new guy to payroll”
Is there a clever way to handle this? The recipients of these emails sent from the workflow are not cc’d into the ticket or have any ticket visibility. they just get an email notifying them of the new user details.
I would be fine with either a new ticket not be creating from these emails (i dont want to block email → creations completely) or somehow merge or add the email to the associated onboarding ticket.