No Auto-Reply if case already opened

[vtocco]

Hi, is there a way to not send the auto-reply once a case is created? I would like to use a common in/out box for all emails, so when a customer replies back to a message it is always to one account. Ex, I want to use support@company.com for all emails. But If I setup an auto-reply for new messages on that mailbox, any subsequent messages also get an auto reply. Since the case number will be in the email header if a quick case is created, they don't need those extra auto replies.

Is this desired behavior? Do support people just need to use their own accounts for replies?

thx!

-Vince

[sugarchris]

Try setting an Reply-to address in the InboundEmail box. This can be another I-E instance that does not have an auto-reply template associated with it. A bit of a hack, but it will suit your use-case.

I.e., you use support@example.com for initial inbounds, and you have set the reply-to address to support-continue@example.com. The auto-reply template is sent with that reply-to address, the customer replies to it, and no auto-reply is generated in subsequent communication.