We often have email sent out by an automated system that has a "no-reply" type email address on the From line, but the ticket submission address on the Reply-to line. If the person just hits "Reply" then it works great, but if they do "Reply All" then it CCs the no-reply address, which then gets added as a collaborator on the ticket. Is there a way to block that address from being used as a collaborator?
I noticed there's a banlist, but I'm hesitant to add it there because that same automated system also opens tickets on behalf of users sometimes, and will send an email to the ticket system with that address on the From line and the real ticket owner's address on the Reply-To line (and we have filters set up to grab the Reply-To as the ticket owner), and I don't want to block those emails from being received.
Can you block an address from being used as a collaborator?
- Best Answerset by KevinTheJedi
So to see if I understand this correctly, the no-reply email is simply a "middle man" for the User's emails? Meaning, it's basically an email that only creates Tickets for Users? If so, then you can add the no-reply email as a system email so that it gets ignored when opening Tickets. If it's added as a system email the system will refuse to add it as a collaborator as it would cause a loop. Don't configure fetching/sending for it just simply add it under Admin Panel > Emails > Emails.
Cheers.
I thought of trying that but wasn't sure. Good to see it actually works that way, I'll give that a shot.
Just to confirm, just ran a test email from the system in question and that indeed works!
Thanks!