Forwarded emails not being processed by email monitor
Hi folks,
Question on what you'd suggest for best practice on forwarded emails. We have our email monitors and our replies monitor as separate mailboxes. So, when users reply to an existing ticket that reply defaults to the reply address and all is well. However, pretty often we have situations where people forward an existing ticket email into one of our email monitors, with the expectation on their end that it would open a new ticket. Unfortunately, since the email monitor isn't a reply monitor, and that forward email contains the alphanumeric string from TDX, the email monitor just does nothing with it. It doesn't process it or do anything at all because it sees that as a reply. This leaves our folks confused because from their perspective, the email just didn't generate a ticket when it should have.
Do you have any advice or best practices on how to help avoid there? Are there email rules we should be setting up, or something in TDX we can configure so that those emails don't just get lost in the void? Any good way to either help that ticket get generated, or at least help those folks know what happened before they report it to our admins/help desk?
Thanks!
Answer (1)
Hello Steve,
There's nothing that can *force* the system to process those emails as it is designed *not* to turn an email into a ticket if it detects a reply token in the body or header of an email.
The best course of action is to write a mailbox-level rule that will remove those messages from the monitored Inbox immediately. Maybe you could also in some way trigger an auto-response too in those situations to let them know that forwarded messages or replies to existing notifications from TDX cannot be processed by that mailbox?
Sincerely,
Mark Sayers
Sr Support Consultant, CS