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Stop supportsuite sending auto-response to itself when listed in the cc field

Discussion in 'Kayako 3 Forums' started by johnncx, Jun 28, 2010.

  1. johnncx

    johnncx Member

    Hi,
    I'm looking for a way to stop supportsuite sending an auto-response to itself when its listed in the cc field. At the moment, some users cc the ticketer in some e-mails or sometimes send tickets to multiple addresses that are handled by Support Suite.

    This then causes supportsuite to send a auto-response about the new ticket to itself which isn't really very useful. It should really auto-blacklist its own addresses from being delivered stuff like this but it doesn't but I can't see a way to do this and the parser doesn't let you filter based on the cc header.

    I am aware of the option in the control panel for "Dispatch Auto Responder for CC Users?" but this isn't really suitable here as we still want all other users to get the auto-responder message, just not supportsuite itself!

    Any suggestions?

    Thanks,

    john
     
  2. Chuckler

    Chuckler New Member

    I run a cron job to remove any CCs in the database that are also mail queues.
     
  3. johnncx

    johnncx Member

    Interesting idea which might be useful however that wouldn't stop the auto-responder going to the cc users. Might have to dig around the code.

    Cheers,

    john
     
  4. Chuckler

    Chuckler New Member

  5. Casey Rousseau

    Casey Rousseau New Member

    I use a preparser rule.

    Rule Title: do not send auto responders or alerts for emails FROM the support queue
    Stop processing rules: No

    Criteria:
    Sender E-mail Address Contains [queue address]
    Rule Type: Pre Parse
    Ignore email: No
    Do not send autoresponder message: Yes
    Do Not Process Ticket Alert Rules: Yes
    Do not parse as ticket reply: No
     
  6. Casey Rousseau

    Casey Rousseau New Member

    whoops, I have another rule, earlier in the parser rules list.

    Rule Title: Replies from support are looping problems
    Stop processing rules: YES

    Criteria:
    Sender E-mail Address Contains [queue address]
    Is Reply Equal True
    Match All Criteria

    Rule Type: Pre Parse
    Ignore email: Yes
    Do not send autoresponder message: Yes
    Do Not Process Ticket Alert Rules: Yes
    Do not parse as ticket reply: Yes
     

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