Hi - we have noticed that when a user “reacts” to an email notification it updates the ticket. This adds an unnecessary comment to a ticket, adds to comment reporting counts and if a ticket has been set to solved or pending it re-opens the ticket. The last two are concerning as it adversely impacts reporting (reporting of additional invalid comments and add to ticket resolution time respectively). Is there a way to ignore email reactions?
Hello,
Check if your ticketing system allows you to set up filters or rules to ignore specific types of email responses (like reactions). This might involve configuring email parsing rules to exclude certain keywords or formats. Many ticketing systems have automation or workflow features. You could create a rule to automatically close or ignore comments that match the pattern of email reactions. If your platform supports custom scripting, you could write a script to detect and discard email reactions before they update the ticket.
Best Regard,
kerolina
Boa tarde,
Essa situação também tem nos impactado.
Recentemente, tivemos casos em que os clientes "reagiram" a mensagem , fazendo com que o ticket fosse reaberto. Isso prejudica nossos indicadores de acompanhamento, especialmente o SLA, já que, se não for rapidamente identificado, os times podem ser penalizados. Além disso, gera retrabalho, pois o analista precisa ajustar novamente o status do ticket para o que estava anteriormente.
Precisamos de alguma forma bloquear esse tipo de interação ou fazer com que a analise permaneça no status que já estava, já que não acrescenta em nada na análise.
Obrigada.
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Thank you for bringing this up — this is a great observation, and I can understand how the automatic ticket update triggered by email reactions could affect reporting accuracy and resolution metrics.
At this time, Zendesk doesn’t have a native setting to automatically ignore or filter out reaction-based updates that come through email notifications (for example, when recipients “like” or “react” to a message in certain mail clients). These reactions are processed as standard inbound email replies, which is why they appear as new comments and can re-open tickets.
That said, there are a few possible workarounds you can consider:
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Use reporting filters in Explore to exclude these comments from resolution metrics by ignoring updates tagged with your reaction filter or automation tag.
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Coordinate upstream email handling with your mail system admin — some organizations route inbound replies through filters that can suppress system-generated responses before they reach Zendesk.
Our product team is aware that these types of reaction events can introduce noise into workflows, and your feedback helps strengthen the case for more refined handling in future updates.Thank you again for raising this! I'd log this thread as a product feedback note so the team can review it further.