We have a workflow that creates a task (assigned to the contact owner) every time we receive an email reply.
Is there any way to exclude service-related emails from this automation?
Every time a customer is associated with a ticket, and replies to that ticket, the sales rep is the one who gets the task reminder to respond. However, they’re not the ones responsible for responding to the ticket.
Is your workflow contact based, or ticket based? With ServiceHub professional or higher, you can create ticket-based workflows, and assign your task to the “Existing Owner of the Ticket” rather than the owner of the contact.
