I've recently started a deflection process. After realising the same questions kept pouring in (for 'Expenses' for example), I created user guides on how to tackle the issue, which were then sent automatically via a trigger when a new email came in containing keywords related to 'Expenses'.
The issue is if a user replies to the thread in order to say 'gee, thanks, but that doesn't work for me' because of some anomaly, he gets the automated email with the guides again. Sure, I'll see the ticket is now open and address the issue manually, but in the meantime the user will be spammed by the same email that did not help earlier.
Thus, I'd like to add somehow configure Zendesk to not fire the trigger if for user that already received the automated email in the last 2 weeks, let's say.
Can anyone please help?
Thank you in advance.
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