Answered

Don't Create Tickets For Specific Contacts

Is there a way to tell Freshdesk to not create a new ticket for specific users?  Our support address gets notifications that don't need be turned into tickets (e.g. our spam firewall send a daily notification of quarantined messages).  These aren't spam messages, but come from addresses that will never be real users, and thus never be actual support requests.


Best Answer

Mark/Bruce,


Sorry for the delay in getting back on this post. 


If you're looking to skip ticket creation for specific contacts, you can setup a Dispatch'r rule to look out for specific emails and then "Delete the Ticket". 


Otherwise, you can modify the forwarding in your mailbox such that it doesn't forward these kind of emails onto Freshdesk.


Please do let us know what works the best for you.


Anna




2 people have this question

I am new at this, but have tried the Supervisor tag in Admin? It seems it would delete tickets with certain "From" fields in email addresses.

Answer

Mark/Bruce,


Sorry for the delay in getting back on this post. 


If you're looking to skip ticket creation for specific contacts, you can setup a Dispatch'r rule to look out for specific emails and then "Delete the Ticket". 


Otherwise, you can modify the forwarding in your mailbox such that it doesn't forward these kind of emails onto Freshdesk.


Please do let us know what works the best for you.


Anna



I am having a similar issue. I already have a Dispatch'r rule to 'Skip New Ticket Email Notifications' when a ticket comes in from a 3rd party ticketing system. This works fine and as expected.


However, any updates to the ticket and/or the ticket is resolved/closed, notifications are sent to the 3rd party support email address which creates additional tickets back and forth.


Is there a way to disable ALL notifications to a specific email address or contact?

Hi Jon,


Though it is not possible to disable all notifications for a specific contact, you could still delete the tickets that get created as a result of the update in Freshdesk. You can also create some filters in the mailbox so that these emails doesn't get forwarded into Freshdesk .


Cheers!

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