Question:Would you please provide a list of all scenarios where an email received by the application isn't converted to a ticket?
Answer:The email is not converted into a ticket if any of the following criteria is met:
- Subject contains: delivery status, delivery has failed, out of office, out of the office, out-of-office, error delivering mail, ausência temporária, ofis dışı mesajı etc.
- Subject starts with: automatic reply, [auto-reply], automatische antwort, automatisch antwoord, respuesta automática, auto reply, autosvar:, absence du bureau, réponse automatique, abwesenheitshinweis, automatisk svar etc.
- From: mailer-daemon@, postmaster@, "mail delivery subsystem" etc
- Headers: X-Failed-Recipients, X-Autoreply, X-Autorespond, auto-submitted, auto-replied, X-Autogenerated = Reply, precedence = bulk, precedence = junk, precedence = auto_reply
- Plus email that comes from the helpdesk itself to prevent endless loops. Jitbit Helpdesk does not import it's own emails. And "endless email loop" - is when the app goes into an endless cycle of talking to itself like this: "new ticket! - confirmed! - confirmed the confirmed message! - confirmed the confirmation of the confirmed message!" etc. goes on forever. To do that Jitbit adds a special technical header to all outgoing messages and inspects that header when importing emails.
When a "useless" email is rejected, a log message is added to the "Audit log" which can be found at "Reports - Audit log"