Autotask PSA: How to stop a no-reply email address from receiving automatic email notifications

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Topic

This article explains how to stop bounce-back notifications from going to a specific no-reply email address when it creates tickets.

Environment

  • Autotask PSA

Description

To avoid sending emails to the no-reply:

Disable success notifications in their Incoming Email processor

1. In the Autotask PSA menu, navigate to Admin → Features & Settings Application-wide (Shared) Features Incoming Email Processor Edit Ticket tab.

2. Disable the Success Notification by removing the Notification Template, then click Save.

Create the address as a contact and set it to never receive email notifications

1. In the Autotask menu, navigate to   CRM  Companies and search for the company.

2. Create the contact under the company and set the Email Address to be the no-reply.

3. Select the Contact does not accept task and ticket email notifications option, then click Save.

Create a workflow rule (WFR) to act as success notification

 In the Autotask menu, navigate to Admin →  Work Flow Rules →  Service Desk New, and set the following parameters:

  • Events
    When a ticket is created by anybody
  • Conditions
    Source = Email
  • Notification tab
    Send (Success Notification Template ) to Ticket Creator

The WFR will not be able to respond to any ticket listed as created by Autotask Administrator.

Additional Resources


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