How do I force customers to reply in the support site?

[MrHeeltoe]

I want my customers to get notification that a reply has been made to their tickets, but I don't want them sending email replies. I prefer replies in the support system. Can this be done? Is it not recommended?

I feel like there is a box I need to check somewhere....

Marcus

[Jamie Edwards]

There are several ways:

1) Put a clear notice in the ticket reply notification template with instructions on how and where to reply

2) Do not use any e-mail queues at all [this is one sure-fire way of making sure no one can e-mail you desk ]

3) Create a mail parser rule that checks whether or not the e-mail is a reply to a ticket. If it is not, you can reject it, and issue an autoresponder explaining where they should reply

[MrHeeltoe]

Originally Posted by Jamie Edwards

There are several ways:

1) Put a clear notice in the ticket reply notification template with instructions on how and where to reply

2) Do not use any e-mail queues at all [this is one sure-fire way of making sure no one can e-mail you desk ]

3) Create a mail parser rule that checks whether or not the e-mail is a reply to a ticket. If it is not, you can reject it, and issue an autoresponder explaining where they should reply

Hmm all good options! I'll roll it around a little!