Do not create a Customer record from a forward email address
SOLVE
We often forward Service tickets to other staff members within the company, with a range of email domains. Whenever we do, the forward email address creates a Contact. We have no need or desire to have these contacts created. They are not external customers but rather our own staff.
For example, I might forward a ticket to newsdesk@division-of-company.com for them to deal with outside of HubSpot. I do not want any emails forwarded to @division-of-company to create a new contact.
I assumed that by adding the email domain to the Never Log list would stop this, but it doesn't.
Is there a way to specify certain email domains so that when tickets are email forwarded to them, they don't get created as a contact?
The only way to prevent this at the moment is by setting filtering rules, as all filtered emails do not create contacts. I'd also encourage you to upvote and comment on this idea in our Ideas forum. Our product team is always monitoring this space to receive any feedback from our users.
Thanks
Sharon
Did you know that the Community is available in other languages? Join regional conversations by changing your language settings !
Do not create a Customer record from a forward email address
SOLVE
Upvoted, this is also a situation faced by one of our customers. There is always a contact created for the employee to which the email is being forwarded.
The only way to prevent this at the moment is by setting filtering rules, as all filtered emails do not create contacts. I'd also encourage you to upvote and comment on this idea in our Ideas forum. Our product team is always monitoring this space to receive any feedback from our users.
Thanks
Sharon
Did you know that the Community is available in other languages? Join regional conversations by changing your language settings !