Can I Managing the Email Channel With Auto-Responses?

[Joseph Green]

For the customer notifications when a ticket is created via email or portal. Can we have different responses based on the domain that creates the ticket? (e.g. - Customers who send us an email from 'gmail.com' receive a different response notification then those customers who send us an email from another type of domain.) 

[Mark Segall · Accepted solution]

Hi @Joseph Green - You have a couple options.  Both would require some level of automation usage.

Assets (requires Premium Licensing)

You could create an object type for the various domains you wish to delineate.  For example, it could be called "Domains" with an attribute that captures the unique message.  Then you would use automation to evaluate the recipient email against the domain record to pull the message.

Automation

If you only have up to maybe 4 or 5 domains that you wish to include in this a simple automation with IF/Else conditions could provide this.  However, this can become unsustainable if you have several domains and/or need to change the custom messaging frequently.

[Joseph Green]

Thanks @Mark Segall - fwiw this is a company managed project. 

Is there a way to only send 'request created' email notifications to internal company domains ONLY, and ignore everything else? Would the managing allow/block list feature offer this solution? 

If I went with the Automation solution you suggested above using IF/Else rules, would I then just turn off the request created email notifications from my projects settings? 

[Mark Segall]

Hi @Joseph Green - Yes you'd need to disable the request created customer notifications.  Your automation could look something like this:

• TRIGGER: Issue Created
• IF CONDITION (Advanced)

  • {{issue.reporter.emailAddress.split("@").get(1)}}
    Equals
    YOURDOMAIN

  • Add Comment
• ELSE
  • Add Comment

[Joseph Green]

Thanks @Mark Segall this works great and solved my issue.