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.) 

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.

How about when deactivating non-domain accounts that got added because you utilized Freshservice’s Microsoft 365 - SaaS Management app that has no ability to filter out the user information and creates every new account that gets created in our Azure tenant? The block non-domains feature does not account for apps pulling in this kind of data and therefore won’t block them. Since we don’t have the ability the create workflows against our Requesters I have to go in every week and manually sift through hundreds of accounts and deactivate them. I also then have to stay on top of our Spam folder so we don’t accidentally miss any emails that get incorrectly blocked because a deactivated user is responding to a ticket that was sent to our help desk. I’d really appreciate knowing how to manage this better. The only answer Freshservice support gave me is to deactivate the app, which I really don’t want to because it helps us track our SaaS usage in Freshservice. But I may end up doing it anyway because the app has become more of a hinderance, than help.