If my customer replies from another ticketing system, that creates a notification loop. How do I break this loop?
Modified on: Fri, 28 Jun, 2019 at 2:42 PM
We will be replacing the older version of Freshdesk with the new Mint experience on January 31, 2019. All your data and configurations will remain intact. Switching back to the old Freshdesk will not be possible.
To read about this feature on Freshdesk Mint, refer to this article instead
This feature is currently not available on Freshdesk Mint.
This feature is not available on the old Freshdesk.
This loop cycle can be broken by setting up a new automation rule. Go to Admin > Automations > Ticket creation tab > New rule:
Choose Match ALL of the below
In tickets > If Requester email > is > email@example.com (enter the customer's support email address here)
In tickets > If Subject or Description > contains > Ticket Received
Skip New ticket email notifications
Mark as Spam
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