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Feature Request: Disable reply from customer
Answered
Posted Jul 27, 2021
My company has began the process of of sending out an automated email to a 3rd party "target" email address based on whether our services are degraded or fully operational. Zendesk has been a fantastic way of accomplishing this, but we ran into the inconvenience of them replying to that message and that reply becoming its own ticket. We wish there was someway to either disable them from replying or make it so it does not create a brand new ticket. We have the message itself notated with a do not reply but they seem to be ignoring it.
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3 comments
Kolten Kittleson
Hello Jacob,
I appreciate the feedback on our product, and it looks like CJ gave a great suggestion (and was going to be mine as well). That workflow should close those reply messages in the event a user sends back a message.
At this time there aren't any plans to disable tickets from incoming replies to automated emails. But be sure to follow our announcement page for new releases!
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Jacob Jellison
Hey CJ, thats actually not a bad idea. We will try to get that going. Thank you!
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CJ Johnson
One solution: You could add a tag to these outgoing messages, that if present when a ticket is created or updated, automatically solves/closes the ticket. If the customer replies after the ticket has closed, creates a follow-up, the tag will carry from the original ticket, and the trigger will fire and auto-close it. You could even add an email notification to the trigger that informs them their email was not read, and instructions on how to contact you for further help, as well, so you know that they got notified that nobody read their last message.
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