Hi,

I have recently created workflows to trigger automated reply using defined response template based on keyword triggers from sender’s emails subject line containing words such as “technical”, “help”, etc.

While this workflow works perfectly, I have then noticed 2 automated replies in my test run; (1) auto reply is from the auto acknowledge contact when new ticket is received (see notification rules under Setup), and (2) another auto reply from the workflow’s subject line keyword trigger.

I have then removed the check on Contact’s “auto acknowledgement when new ticket is received” under Setup's Notify and went on to create another auto email reply workflow (named Standard template) called to be triggered if subject line does not contain keywords such as “technical” OR “help” as defined in other workflows. What I have observed is I am seeing 2 auto replies sent out from "Standard" and "Technical" template. What this shows to me is that the exception rules on the "Standard" workflow, which exclude "Technical" word from the subject line was not recognized therefore triggering both of the workflow auto replies.

 Appreciate your assistance on this as I would like to prevent unnecessary email replies to our sender.