Answered

How to prevent Automatic Replies from creating tickets?

As of now, automatic replies from Outlook currently create unnecessary tickets that we have to manually close or merge. Also, iPhone updates come in as separate tickets each time so those have to be manually merged as well. How would I go about preventing these automatic replies from creating tickets each time?


Best Answer

Hello Steven,


Freshdesk automatically detects the sender and the email reference to append the incoming email to an existing ticket thread. If either of these checks fail, it treats the email as a new ticket. More about this behaviour here.


If the incoming auto-responder doesn't satisfy these conditions, I'm afraid we wouldn't be able to identify the actual ticket thread. If that's the case, you can perhaps setup a Dispatchr' rule to identify these emails and close them automatically.


Cheers!

1 Comment

Answer

Hello Steven,


Freshdesk automatically detects the sender and the email reference to append the incoming email to an existing ticket thread. If either of these checks fail, it treats the email as a new ticket. More about this behaviour here.


If the incoming auto-responder doesn't satisfy these conditions, I'm afraid we wouldn't be able to identify the actual ticket thread. If that's the case, you can perhaps setup a Dispatchr' rule to identify these emails and close them automatically.


Cheers!

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