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I know that when requester accounts are deactivated, new tickets they submit are automatically marked as spam. Is there a way to turn this off or set up an automation so this does not happen?  When an employee is terminated, we send them an offboarding email. But if they respond to the email, Fresh Service marks the ticket generated from the reply as spam. So, we are constantly having to monitor the spam folder for those responses. Is there a way to turn off this feature? Thanks!

Hi.

Sounds more like a Process issue rather than FreshService setup.

If the requester / employee is terminated, he/she should not have access to email anymore, so, a reply from a deactivated requester should not occur.

Just a thought on the Process side.

Hope this helps.

 

Sincerely,

We add their personal email addresses as secondary email addresses to their requester accounts. So when we send the post termination email to their personal email, and they reply those emails are marked as spam because their personal email is attached to a deactivated requester account. (Their personal emails are used to verify their identity in the event of password resets etc.) 

We add their personal email addresses as secondary email addresses to their requester accounts. So when we send the post termination email to their personal email, and they reply those emails are marked as spam because their personal email is attached to a deactivated requester account. (Their personal emails are used to verify their identity in the event of password resets etc.) 

Hi.

Good to know. Thanks for clarifying.

Yes, sounds still like a Process matter:

Just a thought: Maybe a temporary decoupling of the secondary email into a different contact, then communications through that email end, you might join those contacts.

 

Regards,

Elvis.

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