Disable Referrals in all tickts

Mesi

Hi, is there a way to disable all the referrals from tickets?. We noticed that every time a client sent a mail to our 2 mails accounts (sales and support) one departamente gets the ticket and the other one is referred.

We can transfer the ticke to the correcta one, but we dnt want to get the other departamente (or agent, when is changed) to keep seeing the ticket no longer belongs to them.

Is there a way to do this?
Thanks

TL;DR: We need the system to stop auto referreing tickets.

KevinTheJedi

@Mesi

For that you will have to edit the codebase to accomplish what you are looking for. You see, when someone sends an email and there are two system emails in the recipients list, whatever address is first is the Ticket's department and the other address is the Referred To department. You will need to look for the systemReferral() method.

Cheers.

Mesi

Thanks Kevin, i'll look for that systemReferral() method and came back if i get any doubts about it

JuVDC

Hey Mesi did you ever find a solution to this?