How do you exclude a "received at" email from an auto responder?

Hey Haley,

I feel your pain at the lack of an IS NOT operator. Come to this thread and add your voice to the those asking for this feature!

As for the solution today, in this case, I'd create a trigger that runs before this one you're designing.

In that trigger:
Under ALL, Ticket is Created
Under the ANY section, put each received at email you want to exclude from the workflow

for the ACTION, add a tag that you can use for auto-responder exclusion (ex: tag1)

In the trigger you're building now in your post, you just need to add a condition under ALL for 
Tags do not contain 'tag1'

Hope that helps!

Hi Haley,

Great question!

Triggers run sequentially, so you can take advantage of this by having a trigger above the one that sends out the auto-response, this new trigger should target the tickets you don't want to send a notification and prevent that.

For example, you could have a new trigger have the conditions:

• Ticket is created
• Received at is onboarding@samedomain.com

and its action be:

• Add tag: "prevent_auto-responder"

Now, you can add an ALL condition to your existing trigger:

• Tags: have none of the following "prevent_auto-responder" 

This way your tickets coming in on "onboarding@samedomain.com" will have been tagged so they no longer meet the conditions in your notifying trigger.

Best practise is to order and group your triggers by what action they perform, generally speaking in:

• SET: Set field values, like priority or any custom fields
• ROUTE/ASSIGN: Set group or individual assignee
• NOTIFY: Send out notifications.

Notifications are the last actions you would want to perform.

Hope that helps.

@jacob20 @dan32 Thank you both so so so much! This worked wonderfully. I appreciate the step by step guide that you both provided. 

Have great days! :D 

Hi,

I know this post is old, but I'm running into the same issue with wanting to exclude a few addresses from getting the auto-reply.  This idea seems like a winner, and I'm almost there.  I'm running into a problem with the ticket received at portion. 

The values it's pulling from are our support addresses.  One of the addresses I want to exclude is an MS address, the other, one of our partners.  I'm unsure if adding them to the support addresses is the way to go.  

Hopefully, there is another place I can pull those values from. 

Thanks,

Santiago

I think I answered some of the question.  Instead of received at is there a condition that is just an email address.  So I've switched it to “Requester”, but it's pulling from our list of techs.

Hi Santiago, 

If you read my earlier comment, it should guide you in how to prevent notifications from going out. Basically, you want to make sure that the notification trigger is prevented from running under some circumstances -there is no received at is not condition, but you can use a contains none of the following tags condition instead, and have a trigger above your notification trigger set it for the tickets that are received at those addresses you want to exclude. 

The requester field is for conditions where someone from your team is the ticket requester, and will not help with targeting support addresses. 

I hope this helps.