Email tickets

[Siora]

Is there a way to only allow kayako to accept emails from users who have already submitted a ticket? What I don't want users to do is send emails to the email queue whenever they feel because they will be charged for it. I want Kayako to only be able to accept an email into the system if it has a valid ticket number in the subject otherwise they will get an email stating that they need to submit a ticket via support centre etc....

Make sense?

[Jamie Edwards]

If you "Require registration" (in the administrator control panel under e-mail queues), you can ensure that users will have to have registered or previously submitted a ticket before.

[Siora]

Originally Posted by Jamie Edwards

If you "Require registration" (in the administrator control panel under e-mail queues), you can ensure that users will have to have registered or previously submitted a ticket before.

I have done that but my structure is this. I charge for every ticket submitted. I would much rather have my users login and submit a ticket via support suite than to simply send an email because it is easier to track/charge a customer doing it this way. Once the ticket is created then they can freely email using the ticket id to update stuff. Do you understand what i'm getting at?

[Jamie Edwards]

Hi Siora,

Sorry for my delay. I had a hard think about this, and I think the best way to do it is using Parser Rules.

You could create a parser rule that checks for Is Reply is FALSE and if it is, reject the e-mail and send a reply notifying the user of the correct procedure.

You can manage rules within the administrator control panel, under Mail Parser.

Hope this helps,

[Siora]

Originally Posted by Jamie Edwards

Hi Siora,

Sorry for my delay. I had a hard think about this, and I think the best way to do it is using Parser Rules.

You could create a parser rule that checks for Is Reply is FALSE and if it is, reject the e-mail and send a reply notifying the user of the correct procedure.

You can manage rules within the administrator control panel, under Mail Parser.

Hope this helps,

Good call...didn't even think about that. I will give that a shot. Thanks.

[Siora]

Awsome, I just tested that and it works perfectly. Thanks Jamie, once again you're advice was bang on. much appreciated.

[Siora]

Does this rule apply to all email queues or do you have to create a seperate rule for each queue? I can only get the autoresponder to send on one queue and only if that user is not a registered user. I'll do some more testing but it still seems glitchy.