Reply by email on if ticket is created, Possible?

[Jemrada]

Is it possible to allow replies to tickets only? Meaning I don't want them to be able to send a email to sales@lucnetsolutions.com and it creat a ticket. I want them to manually have to start the ticket and then they can reply by email if they don't want to go to help system.

Any ideas? I didn't come across anything to help on this.

[Neil-UKWSD]

Hi,

Yes this is possible, this is how Kayako now have their helpdesk setup so all tickets need to be logged initially online but a user can then reply to them via email.

You would need to add a Mail Parser Rule from within the AdminCP, depending on exactly how you want it to work it will depend how the rule is setup.

For example you may wish to still allow new tickets via email to sales@ but all other email addresses should be forced to complete the online ticket submission form.

So your rule would need to check the destination email does not contain sales@ and that is reply is not equal to true.

You can also have a reply sent by the rule explaining that they need to complete the process online.

[Jemrada]

Where can I get tips on the setup for piping for Kayako?