If my customer replies from another ticketing system, that creates a notification loop. How do I break this loop? : Freshworks Partner

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Modified on: Fri, 25 Jun, 2021 at 8:14 PM

This loop cycle can be broken by setting up a new automation rule. Go to Admin > Workflows > Automations > Ticket creation > New rule:

Conditions:

Choose Match ALL of the below

In tickets > If Requester email > is > support@domain.com (enter the customer's support email address here)

In tickets > If Subject or Description > contains > Ticket Received

Actions:

Skip New ticket email notifications

Mark as Spam

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