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how to skip new ticket email notifications for specific scenarios customer service agents can create a rule that stops email notifications from being sent when new tickets are created depending on specific scenarios and needs in this video well take a look at two such scenarios a prevent emails from another help desk from getting loot b the default new ticket auto response email should not be sent to premium customers lets get started with the first scenario if a customers mailbox has an auto responder set up then your mailboxs automated emails will lead to back-to-back emails being sent between mailboxes well now see how we can prevent that navigate to admin under workflows choose automations [Music] click on tickets and then ticket creation click on the new rule button give the rule a name [Music] now let us assume that your requirement is to stop email notifications from being sent for auto response emails containing the words we have received your request in the description s