Current Behavior
The "When Email Reply Is Received" Automation in Emails & Activities only triggers when a reply comes from the original sender stored in the ticket's Sender Email column. Replies from CC'd contacts, additional thread participants, or new addresses added later do not consistently trigger it â a limitation confirmed by Monday.com support.
The Problem
To work around this, teams must create a custom automation that triggers on any email or activity, including emails sent by their own agents. This causes agents' outbound replies to incorrectly flip ticket status to "New Reply," requiring manual correction, additional compensating automations, and creating complex workflows to handle basic status tracking.
Requested Behavior
Enhance the automation to:
Trigger on emails from any thread participant, not just the original sender
Exclude the connected service mailbox so agent-sent emails never trigger a "New Reply" status change
Proposed Logic
When an email is received from any sender other than the connected service mailbox, set status to [New Reply].
This would eliminate the multi-automation workarounds currently required to approximate what most teams would expect from the out-of-the-box experience.