Customer Alerts on Some Accounts

[pops1000uk]

Hello we have a couple of accounts that we made for our managed service alerts. Can we turn off auto ticket reply when a certain account receives a email ?

[Support Team]

Re: Customer Alerts on Some Accounts

In case email messages are sent from different monitors deployed to such customers, then you should use the Automated Emails features of the email connector. Basically it hijacks the email from standard processing, if all is matched a new ticket is created - however, no auto-response email message is sent back.

Hope this helps.

[pops1000uk]

Re: Customer Alerts on Some Accounts

using that i can pull the customer details from the email and alocated it to the account?

[Support Team]

Re: Customer Alerts on Some Accounts

The account can automatically be detected by the sender of such email address, or any ID that is parsed from the inbound email*subject line. The document I referred to covers all options.

Hope this helps!