We’re seeing an issue where a client’s help desk triggers a ticket loop. When they email us, our system creates a ticket and sends the acknowledgement. Their system then creates a ticket from that acknowledgement and sends one back to us, which creates another ticket on our side.

We followed the recommended approach, disabled the default Contact notification then built this workflow:

• Execute on: Create
• Criteria: Email does not contain “email address" that should not receive the notification”
• Actions:

• Alert → New email alert
• Use the ticket‑creation notification template
• Select Notify contact under Also notify

During testing, it works when only one email address is in the criteria. As soon as we add a second address using + OR, the workflow stops excluding both addresses and both still receive the notification