Stop replies to automated emails from creating a ticket
Answered
Posted Mar 11, 2022
We have automated emails that go out to people when they reset passwords or make an account change. People are sometimes replying to these emails and it is generating a ticket, is there a trigger set up to stop this from creating a ticket, without breaking the rest of our system?
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2 comments
Chandra Robrock
One idea which is an approach I've taken at a few different companies is to setup a trigger that looks for typical phrases included in the auto-responders your team regularly receives. You could even setup this trigger based on the ticket subject line as well.
Here's an example of how I have it setup:
The action of this trigger sets the ticket to Solved and includes a few other things so that I can exclude these types of emails from our analytics (i.e. add a special tag).
I also have this "auto-solve" trigger above any Ticket Created/Received notifications to help prevent additional tickets from being created for that same email.
Of course, we still have a handful of auto responders that we need to delete/solve manually, but we see ~50-100 tickets auto-solved each week, so it's been working pretty well for us.
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Rolf Hayes
We are also getting a similar issue where we get an automated reply from a particular customer every time we send them a message. This creates a new ticket in zendesk every time.
We need a way of automatically deleting these or at least suspending so they don't clutter up the other views.
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