How can I block the email channel?

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6 Comments

  • Jill Godsey

    We use a macro that has "Do not reply" as the brand.  When a customer tries to reply, our trigger recognizes the brand and marks the ticket closed.  HOWEVER, if the customer replies 2..3...4 or more times, those replies show up as New tickets.  How can I make the trigger stronger so it stops all Do not reply emails from creating tickets?

     

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  • Justin Federico

    @...

    Are you trying to prevent follow-up tickets to the original ticket or are the subsequent replies creating a brand new request?

    The tag added by the email blocking trigger would be inherited by any follow-up ticket being created. I have another trigger that closes any ticket containing that tag. Any reply to a blocked email will automatically be closed by this trigger. The follow-ups do not get through regardless of the number of attempts.

    Also, when I create the second trigger which blocks the follow-up ticket I do not include a "Channel" condition.

     

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  • Jill Godsey

    Here is my trigger:  Brand is No Reply, Ticket is Updated, Status Closed.

     

    From Zendesk, I originated an email to my personal email address.  From my email account, I replied to the message six times.  The first response showed in Zendesk as closed, but the next five were marked New.  

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  • Justin Federico

    Is the "No Reply" brand present on the New tickets? In the ticket events, is there any difference between the first reply and the other 5 replies?

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  • Jill Godsey

    I re-ran the test (I had deleted the first round of tickets) and got this result.  The second and third reply don't have the same group/brand.

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  • Justin Federico

    @...

    You might try having both the "Ticket is Updated" and "Ticket is Created" under the "Any" conditions. This blocks all the replies for me. 

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