ERMS : Multiple auto acknowledgements

[devashish_bhattacharya]

Hi guys,

We have configured a rule in the rule policy like -

whenever an inbound email with email address - abc@domain.com and email subject - test will come -

Then an auto acknowledgement is triggered.

Now if a customer replies to this auto acknowledgement where anyway the email subject will contain test in it, then again the Auto acknowledgement is triggered.

Can this be restricted somehow?

Thanks,

Devashish

[devashish_bhattacharya · Accepted solution]

Hi Guys,

Solved myself.

You need to create a rule like -

If Service Order equals (space)

Then route to that agent

stop rule processing.

Plus you need to add the corresponding tracking text into your mail form to achieve this.

Thanks,

Devashish