When closing a ticket from no reply it creates a new ticket : Freshservice

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When closing a ticket from no reply it creates a new ticket

started a topic over 3 years ago

Hi guys

we have some external services who creates a ticket.

when we add comments or close the no reply address doesnt alow to be mail send at.

so we get a nondeliverable from our mail server.

wich creates a new ticket.

to skip^the sending mail if assigned or comment are added we can solve this.

But for closing the ticket that doesnt work.

Any ideas ?

We have 5 or 6 mail addresses who send mail from noreply.

so every time we close a ticket it try to send to the address which then creates a new ticket cause we cant send to this address.

In our previous servicedeqsk system we had a mute button once clicked it didnt send any messages.

so when we made a rule then from mail adress -mute it worked.

Kind Regards,

David

said over 3 years ago

Hi David,

Good day.

I believe there is a minor issue in configuring the above Dispatch'r rule set-up.

I've converted this post as a ticket in our support portal.

One of our support agents will reach out to you shortly with an update.

Thank you for your patience.