Hello Forum!

We're currently on a trial for Zoho Desk hoping to purchase a full one soon, I have a couple of questions.

1. Daily, we receive technical-updates from a specific email address to our support inbox. We don't want to create a ticket for any of the emails that arrive from that address. Is it possible to have an 'ignore list' of tickets / email addresses?

2. Right now, an agent is assigned to a ticket and he closes it, if the customer replies to a closed ticket it re-opens it and it is still assigned to the agent. Is it possible to not auto re-assign it to the previous agent? As in, we don't want any agent to be assigned to a reopened ticket.

Thanks!