When you have a Conversation inbox connected to a service desk pipline to automaticly create tickets for that pipline the automation does not work if the email was marked as Spam by mistake.
Would it be possible to have some kind of re-enrolment function if a service desk team member unmarked the email as spam (so it goes back into the main inbox) for the ticket automation to be re-run?
I’m excited to let you know that we recently rolled out an update to address this issue! Tickets will now be automatically created when emails are unmarked as spam (so long as the email channel has ticket creation rules turned on). A few important notes:
- Tickets will be timestamped based on when the email was originally received in the Inbox (not when the email was unmarked as spam).
- This change applies to email threads only.
- This change applies only to emails that were automatically marked as spam. Manually marking and unmarking an email as spam will not re-open the ticket or re-generate a new one.
Thanks for submitting your feedback—it goes a long way in helping us continuously improve our products!