You can prevent some tickets from reaching the Customer Support inbox. For example, tickets from non-corporate email domains, or specific email addresses.

Emails from an excluded domain or address are not imported: they create no ticket, are not added to existing tickets, and the sender gets no automatic reply. To keep the tickets but stop the automatic replies, use Exclude domains from receiving auto replies and Exclude emails from receiving auto replies under Settings → Customer support → Email set-up instead.

To change these settings you need Customer Support and admin or Support admin rights.

This article covers:

• How to exclude domains
• How to exclude email addresses

How to exclude domains

1. Click Settings → Customer support → Ticket rules:
   
   
2. Scroll underneath any ticket rules you've created, to the Exclude domains section
3. Enter the domain name only, without www. or https. For example, yahoo or google. This will also exclude all domain extensions, such as .org or .com or .net:
   
   
    
4. Click Add and then repeat Step 3 for each domain

How to exclude email addresses

1. Click Settings → Customer support → Ticket rules:
   
   
2. Scroll underneath any ticket rules you've created, to the Exclude emails section
3. Enter the email address and click Add:
   
   
    
4. Repeat Step 3 for each email address you want to exclude