Hello -
Is there a way to stop an Outlook reaction from generating a response to a Freshdesk ticket, including if the ticket is closed and keep it from re-opening?
I’ve noticed other posts about this topic but it seems to be for Freshservice and not Freshdesk.
Thank you,
Sara
Hi
Greetings from Freshworks community. Currently, any email delivered to the inbox is considered an incoming email, and as such, any reaction or reply from Outlook is treated as a response and gets threaded to the existing ticket. This is why it might cause a ticket to reopen.
We understand how this could be inconvenient. We encourage you to post your idea on our Product Ideas forum https://community.freshworks.com/topic/new?type=idea, where it can be reviewed by our team. Rest assured, we will also pass this on as a product enhancement suggestion to improve the functionality.
We have this minor issue as well. Staff send a thumbs up or heart and it re-opens the ticket, sends us all notifications, messes up our stats, etc.
I’m added this simple Exchange entra/365/copilot (whatever they are calling it now!) mail flow rule which does the job. All mail from freshservice ends up with the header x-ms-reactions = disallow
Strangely it doesn’t grey out the reaction button as some guides show, but any reactions sent seem to be ignored. MS may have updated this behavior.
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