Email Queue - Registration Required?

[NC Software]

In the Admin CP under the mail queue configuration there is a setting:

Registration Required?
If enabled, only registered users will be able to create tickets/bugs/replies under this Email Queue.

So what happens when a customer e-mails in to our help desk, one of the e-mail accounts that is linked to a mail queue?

We want to prevent people from e-mailing in, we only want them using the web interface / SupportSuite ticket submission system. How do we go about this?

[craigbrass]

Hello,

As far as I am aware, this setting only dictates if non-registered helpdesk users can or cannot email in to the helpdesk.

Current users would be able to sent a new email or reply to an existing email and it would be parsed by the system.

I think what you are looking for is another setting which would say "Only allow replies to this email queue" which currently does not exist.

Maybe move this to feature suggestions one of the mods as it would be a handy feature?

Best Regards,
Craig Brass

[Jamie Edwards]

Originally Posted by NC Software

We want to prevent people from e-mailing in, we only want them using the web interface / SupportSuite ticket submission system. How do we go about this?

.
You could remove all of the e-mail queues in the system.

[Siora]

Originally Posted by Jamie Edwards

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You could remove all of the e-mail queues in the system.

Jamie, you suggested to me to setup an email rule. I found that this worked best.

Create a rule where "is reply" is set to true and then create another one where "is reply" is set to false and click to match either criteria. Then set the rule where the emails are ignored or an email is sent back to the user stating to visit the support centre. This worked for me.

[Jamie Edwards]

Hi Siora,

That is correct but I believe Neal simply wants to stop ticket replies coming in by e-mail altogether.

[Siora]

Originally Posted by Jamie Edwards

Hi Siora,

That is correct but I believe Neal simply wants to stop ticket replies coming in by e-mail altogether.

Well the problem with deleting the email queue all together is that users will still email in...why? because when you receive an email autoresponder you tend to hit the reply button and ask a question but if the email queue is deleted the email gets lost in the abyss of other emails. However if you keep them and use the rule that I setup then at least everytime someone emails they will get an email in return explaining to them that they must use the support centre.

In my opinion I think this is more client friendly.