Fresh Service Ticketing System - Outlook Reaction Automation

It’s more of a Exchange Online issue then Fresh imo, you can create a automation that close/delete the ticket based on the text in the description.  

Best would to turn off the function in Exchange online. 

You can also create a rule within that mailbox to delete them once this reaction comes in. We solved this issue with that workaround. 

Thanks for reaching out about the interesting situation with Freshservice tickets being created from applicant emoji reactions! I understand how it can be unexpected and lead to unnecessary tickets.

Here are a few approaches to consider:

1. Disable Reactions in CRM Emails: If possible, you can explore disabling the "reaction" feature specifically within the CRM emails sent to applicants. This would prevent any further tickets from being generated through this method.

2. Automate Ticket Closure: Within Freshservice, you could potentially build an automation to automatically close tickets identified as being created from emoji reactions. This automation might look for specific keywords or phrases in the ticket subject or description that indicate an emoji reaction was the cause.

3. Applicant Communication: Consider including a note in the CRM email itself that advises applicants not to use emoji reactions as they can create support tickets. This would help manage expectations and potentially reduce accidental ticket creation.

Here are some additional thoughts:

• It might be helpful to check if your CRM system offers any filtering options for incoming emails. You could potentially filter out emails solely containing emoji reactions to prevent them from reaching Freshservice.
• If building an automation is the chosen approach, it's recommended to test it thoroughly in a staging environment before deploying it to production.

I'm not aware of a universally applicable "fix" for this issue, as the solution will depend on your specific CRM and Freshservice configurations. However, the approaches mentioned above should provide some direction for addressing the problem.

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​@SarahOHare please see the linked documentation to see if it can help solve your problem. 

Deflect Tickets Opened by Reactions