No Automatic Replies

What It Does

Some people should never get an automatic email from your Helpdesk: a partner who asked not to, a supplier's ticket system that answers every email with its own, or a client who finds receipts noisy. Turn automatic replies off for their email address, and Helpdesk never sends them:

• a receipt when they start a ticket (from email, the client portal, or a website form that asks for one),
• an automatic follow-up or the closing notice (Automatic Follow-Ups),
• a daily follow-up until they answer.

An automatic email that copies other people leaves them off, too. Your team's own replies always go to them, exactly as before: turning automatic replies off never stops a person writing to them.

It works for any email address, whether or not they are a contact in CRM. Owners and admins turn automatic replies off and back on (actions helpdesk.quiet.set, helpdesk.quiet.list); everyone on your team can see whether they are on or off.

On a Ticket

Open the ticket. Under Details, Automatic Replies lists the requester and everyone else on the ticket, each with On and Off. Select Off to turn them off for that person, or On to turn them back on. Under each address you see who turned them off and when (or that they were brought in, or turned off by loop protection). The ticket's conversation also notes who changed it.

When a new ticket from that person gets no receipt, its conversation says why: "No receipt was sent: automatic replies are off for ann@example.com."

On a CRM Contact

Each CRM contact's page has an Automatic Replies card for the contact's email address, with the same On and Off for owners and admins, and who set it and when (action helpdesk.quiet.contact).

In Helpdesk Settings

In Helpdesk's Settings, select No Automatic Replies to see every address with automatic replies off, who turned them off and when, and why. Type an address and select Turn Off to add one, even someone who has not written yet. Select Turn On beside an address to give them automatic replies again.

If It Was Turned Off After an Email Was Waiting

A receipt or follow-up that was already waiting to go out is not sent once automatic replies are off for that person. The ticket says so, and that ticket's follow-ups stop.

Loop Protection

When another system keeps answering your emails automatically (it starts three tickets within an hour, or sends automatic mail after it already got a receipt from you), Helpdesk turns automatic replies off for that address, so the two systems can never email each other forever. The ticket says so, and the address shows in the list as turned off by loop protection. An owner or admin can turn them back on.

A choice your team made always stands: loop protection and bringing in a list never turn automatic replies off for someone your team turned them back on for.

Bringing in a List

A list of addresses with automatic replies off, kept in the system you used before, can be brought in once when your support email moves to Helpdesk. An address already in your list, or one your team turned back on here, is left as it is, so bringing the list in again changes nothing. Each one brought in shows as brought in, with the date from your previous system.

Nothing Is Lost

Turning automatic replies back on keeps the address in your records, with who did it and when, and every change is in your Activity Log.