Unsubscribe Handling
Respect customer preferences automatically. When a customer clicks “Unsubscribe” in their email client, Scitor notifies your team, labels the ticket, and cancels any pending follow-ups — all without manual intervention.
How it works
All outbound emails include standard List-Unsubscribe headers. When a customer clicks “Unsubscribe”:
- Your team is notified — a comment is posted on the original issue
- Ticket is labeled — the
unsubscribedlabel is applied - Follow-ups stop — any pending scheduled follow-up messages are automatically cancelled
What your team sees
When a customer unsubscribes, you’ll see a comment like:
🔕 Unsubscribe Request
John Doe (
john@example.com) has requested to unsubscribe from email notifications on this ticket.Use
/block-senderto block all future emails from this sender, or/followup cancelto stop pending follow-ups.
Behavior details
| Scenario | Action |
|---|---|
| Unsubscribe reply to an existing ticket | Comment + label + cancel follow-ups |
| Unsubscribe email with no ticket context | Silently dropped (no issue to reference) |
Next steps after an unsubscribe
The unsubscribed label helps you filter and track tickets where the customer opted out. From there you can:
- Continue via GitHub only — keep working on the issue without sending emails
- Block the sender — use
/block-senderif you want to prevent future emails entirely - Close the ticket — if the conversation is done