Is this possible?

[n2972s]

Is it possible to do the following?

Client submit ticket via email: autoresponder sent that tells them to submit a ticket via the web (in order to collect all their data)

Client replies to ticket via email: it goes through the queue as normal.

I am looking for a happy medium instead of shutting off direct email to kayako.

Thoughts?

[mmay]

You can probably setup a set of parse rules to do it... One pre-parse rule that is triggered when the email first come in, set a reply to email setting, and set the option to Ignore the email. The cirtiera for that rule should be something like Body Doesn't Contain, and then some unique keyword you put in the Reply to Email field below. You would have to worry about which queue they come to and from tho, likely setting up a real queue seperate from your fake one that responds to them...

[Neil-UKWSD]

Hi,

This is possible however at present not recommended, if the client has an autoresponder setup on their email address it could cause a massive mail loop as there is no flood protection for this.

This is something I know a few others are after and I know Varun is already working to add flood protection to this area so it can be done.