Email Address Override

this feature allows you to enable / disable emails in and out of the system (or allow them) on a per email address basis common use cases where this functionality is used for avoid sending emails to specific addresses for example, a noreply address prevent certain email addresses from being able to create servicely records for example, a number of repeat tickets are being created from what can be considered a spam email address certain email addresses sends emails with headers that matches servicely's "auto reply" rules servicely does not process auto replies but an override can be configured to ignore those rules for the specified email addresses this capability can work in conjunction with other inbound email processing capabilities available on the platform where servicely can check an email for certain conditions (or inclusions) and determine how to process the inbound emails accessing override configurations to access and add an email address override, you will require the administrator role this then can be access with the left menu by administration > messaging > email address overrides configuring email address overrides the screenshot below provides an example of a configuration put in place to ignore all inbound processesing from a certain email address (including creating new tickets) in this example, this was done because the email address was found to be sending out spam emails to servicely email address override fields have the following configuration options please note only configurations that are marked as active will be processed by servicely any inactive configurations are ignored field type notes / description example email address string this is the email address that this is being run for noting that only 1 email address can be put in this field no reply\@support provider com active boolean whether or not this rule should be run or not yes inbound processing disabled boolean whether or not any inbound message records should run for this if this is yes, no inbound message record will process for this email, regardless of the type of email no auto reply choice always an auto reply never an auto reply no overrides this works in tandem with the email is auto reply option in inbound message records by flagging it one or the other, it will determines if it is processed and / or any emails from this address is flagged as an auto reply note that you would need to mark it as "never an auto reply" if the email address sends valid emails that you want servicely to process but it comes in with headers that matches servicely's auto reply rules never an auto reply outbound processing disabled boolean this determines if this address should receive any emails this means regardless of a recipient on an outbound notification, no emails will be sent to this email this can be helpful in situations where you may want to process the email to create a ticket, but not send a reply back yes