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Ignore non-ticket emails
Filter spam, mailing lists, aliases, and other non-ticket email before they become team work.
Last updated June 25, 2026
What this guide covers#
Ignore rules help keep non-ticket email out of the working queue. Use them for spam, marketing email, mailing lists, internal aliases, forwarded group edge cases, and addresses that should not create support work.
Configure them in Settings > Automations > Ignore Non-Ticket Emails.
How rules are scoped#
Ignore rules are configured per inbox. If your organization has multiple active inboxes, choose the inbox first, then edit that inbox's rules.
Each rule accepts either a full email address or a domain.
Rule lists#
Letterbook supports three lists:
| List | What it does |
|---|---|
| Exclude emails from these senders or domains | Ignores incoming email from matching senders |
| Exclude emails sent to these recipients or domains | Ignores email sent to matching recipients |
| ONLY process emails sent to these recipients or domains | Allows only matching To recipients and ignores everything else |
The allow-list is limited to 30 entries.
Exclude by sender#
Use sender exclusions when a source should never become a ticket.
Examples:
noreply@vendor.commarketing-platform.comcalendar-notifications.com
Sender exclusions are useful for automated senders, vendor notifications, and noisy domains.
Exclude by recipient#
Use recipient exclusions when the inbound message was sent to an address that Letterbook should not process.
Examples:
announcements@company.cominternal-list@company.comjobs@company.com
Recipient exclusions are useful when one mailbox receives several aliases but only some aliases are support channels.
Only process selected recipients#
Use the allow-list when an inbox receives broad forwarded email, but Letterbook should process only specific To addresses.
This is especially useful for Google Groups or shared forwarding setups where many messages arrive at the same connected inbox. When the allow-list has entries, Letterbook processes only email whose To field matches one of those addresses or domains. Everything else is marked ignored.
Conflict handling#
An address or domain cannot be both excluded and allowed for the same recipient rule set.
If you add an entry to Exclude emails sent to these recipients or domains, Letterbook prevents the same entry from also living in ONLY process emails sent to these recipients or domains. Remove it from the conflicting list first.
Testing#
Before relying on ignore rules in production, send test messages for:
- A sender that should be ignored.
- A sender that should still create a ticket.
- A recipient alias that should be ignored.
- A recipient alias that should be allowed.
- A forwarded group message, if you use Google Groups or distribution lists.
Check that ignored messages do not become active team work and that real customer tickets still appear.