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ERMS : Multiple auto acknowledgements

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

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1 Answer

  • Best Answer
    Oct 28, 2015 at 01:37 PM

    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

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