disallow new ticket creation via email?

[mboehm]

Hello,
We would like to disable the ability for customers to create new tickets simply by emailing the support@ourdomain.com.

As it stands now, if someone emails, support@ourdomain.com and there is no TICKETID in the subject, a new ticket gets created. But instead, we want an auto-reply to say "You can't create new tickets via email. Please visit <URL> instead." This way the customer must fill out all our custom fields.

But keep in mind, that if a customer replies to a ticket via emailing support@ourdomain.com, that should behave as normal.

Is this possible? If so, please point out the right settings page as I looked thru the ACP and didn't see anything.

Thanks,
Matthew

[mboehm]

*shameless bump*

[Varun Shoor]

Hi Matthew,
Quite possible and that is exactly what we will be doing for our own helpdesk soon. Just create an email parser rule under Admin CP > Mail Parser > Insert Rule with following criteria:

1) If Is Reply = False

Actions:

1) Do not create ticket
2) Reply to user with some text

Hope that helps.

Regards,

Varun Shoor

[mboehm]

Hi Varun,
Thanks for the response. We have 3 queues and only want to prevent new tickets for 2 of the 3. Can you suggest how to do that because my attempt doesn't work and I filed a bug report on it.

[sebek]

Was this ever answered?

I have the correct settings, but this does not work with version 3.0.4.9.

Standing by...

[kevintufts]

Hello,

Did you ever get a working answer to this. I'm also looking for this very function.

Originally Posted by mboehm

Hello,
We would like to disable the ability for customers to create new tickets simply by emailing the support@ourdomain.com.

As it stands now, if someone emails, support@ourdomain.com and there is no TICKETID in the subject, a new ticket gets created. But instead, we want an auto-reply to say "You can't create new tickets via email. Please visit <URL> instead." This way the customer must fill out all our custom fields.

But keep in mind, that if a customer replies to a ticket via emailing support@ourdomain.com, that should behave as normal.

Is this possible? If so, please point out the right settings page as I looked thru the ACP and didn't see anything.

Thanks,
Matthew

[sebek]

nothing here

[supportskins]

The parser rule suggested by Varun did not work?

[sebek]

I can't get it to work.

I can get a autoresponder to be sent out, but for the life of me I cannot find any setting that states:

[quote]
Actions:

1) Do not create ticket
[END QUOTE]

If I set the rule to ignore, it does nothing, not even send out the autoresponder. It does what it does and that is ignore completely, but the client would not know that the support ticket did not go through without some notification that stated "no ticket was created, you must login..."

For now, we just have the autoresponder set to send out if someone emails support, but the ticket is still created, so if they did login in, there would already be a ticket there.

[supportskins]

We can look into the issue if you want us to.

[sebek]

What I wiuld like is for Kayako to look into the issue.

Is this what the Kayako forums have come to, a board for solicitation? Since the Kayako guys don't answer, there are now business opportunities here?

[BizzHost]

The steps told by Varun, worked perfectly for me.

[craigbrass]

Nice to hear you got it sorted BizzHost.

[WebStar]

Originally Posted by sebek

I can't get it to work.

I can get a autoresponder to be sent out, but for the life of me I cannot find any setting that states:

If I set the rule to ignore, it does nothing, not even send out the autoresponder. It does what it does and that is ignore completely, but the client would not know that the support ticket did not go through without some notification that stated "no ticket was created, you must login..."

For now, we just have the autoresponder set to send out if someone emails support, but the ticket is still created, so if they did login in, there would already be a ticket there.

I'm having the same trouble setting up the same rule in v3.11.

The steps described by Varun simply don't appear to exist in v3.11.

I can also get a rule to ignore the email, but the reply doesn't get sent.

If someone could actually do this in v3 and outline the steps here it would be appreciated.

Thanks