How do I PREVENT users from e-mailing in?

[NC Software]

Our help desk collects information regarding their inquiry such as the license info, operating system, device info, etc. If users e-mail in to support@ then they simply blast a ticket in without provide the needed info. We then have to tell them to go to the help desk and fill out a ticket.

If you turn off the option to receive e-mail in the mail parser (queue) setup, nothing comes in. We need them to get an auto-responder that says "I'm sorry but we do not accept e-mail support inquiries, please visit the help desk to submit your issue at....."

I can't simply setup bogus e-mail addresses for Kakayo because those will get out and then people will direct e-mail those.

How do I do this? OR....is this a big time bug in K that the setting in the mail queue to disallow e-mail submissions is broke?

[elaconethosting]

There are many post's on this forum about this.. i think many (if not all) kayako customers would like to see changes with this direct mail prolem.. it sure does make life hard when every single e-mail sent automatically creates a ticket (including spam mail).. the automated reply you said would be an excellent idea that and trying to stop every e-mail sent to the system creating a ticket (and also creating a registered user as many spam addresses get registered as users).

Kayako staff sure must see the problems??? Can't this be corrected in some way...

[Bconsulting]

You should be able to create a parser rule if I am not mistaken the way that you can do to keep people from replying to closed tickets.