Forum Discussion

4 Replies

  • tarakellyaaas's avatar
    tarakellyaaas
    New Member
    8 years ago

    How do we prevent replies to the email which triggered the ticket from opening up a new ticket each time? Can we exclude emails with Re: in the subject line from creating new tickets?

  • Bcshay's avatar
    Bcshay
    Active Contributor
    11 years ago
    Outlook 2007 uses the prefix of Automatic reply: Subject

    What is this setting checking exactly, subject, body?
  • Toby (Frantik I's avatar
    Toby (Frantik I
    New Member
    11 years ago
    We have a "thanks for your email" and these get passed and tickets created. Is there a way to stop emails from our own domain from creating tickets? Or from certain addresses without blacklisting them?
  • GlennD's avatar
    GlennD
    GoTo Manager
    11 years ago
    Service Desk has a feature that helps reduce these tickets:

    Configure -> Account Wide Settings -> "Ignore Out of Office Emails."

    But if they are not using a standard Out of Office replies, they may get past. It would interesting to hear how others deal with this?