Routing Rule - But no existing Contact

[Malcolm]

We have a mailbox that receives emails from senders that do not exist in Hornbill's Contact list.

So when the routing rule creates a ticket from those emails, the sender doesn't receive our standard confirmation (ticket logged) email.

Is there any way around this, so that the sender's receive a ticket reference.

The number of emails this mailbox receives, and the nature of the emails means the sender's information would be impossible to capture in advance and have the contact list populated as we would normally do for other customers.

 

[Victor]

8 hours ago, Malcolm said:

Is there any way around this, so that the sender's receive a ticket reference

@Malcolm so the request is raised from an email, right? In the workflow, you can make use of the "Get Email Details" node, which returns the email address, then use "Email External Address" node with the value returned by the other node. You can use here a template with the request reference.

[Malcolm]

Hi @Victor

That makes sense, thanks. I'll give it a go.