We have many use-cases where a 3rd party automation sends an email to our Freshservice instance and when the ticket gets closed, causes a feedback loop. Our system emails them to indicate the ticket is closed and their system emails us back with a new thread to acknowledge the email they just received, which opens a new ticket. We are working around this right now by identifying keywords and deleting the ticket in Workflow Automator, but since there’s a Skip New Ticket Notification, I’d love to see a Skip Closed Ticket Notification.
New Idea
Skip Closed Ticket Emails
+3
Agreed. Our organization works with resellers (other software companies), and their customers are supposed to go through their own support team - we agree to support the company, not their end users. Occasionally, an end user finds our support email and messages us directly. I want to be able to kick that request back to the reseller support team and close the ticket without reinforcing the communication with us. Skipping the closed ticket notification would help us greatly. Right now, we’re changing the status, but it interferes with our metrics.
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