One email address, multiple queues?

[iNETFX - Ben]

This is slightly related to the guy below me, but I didn't want to send his thread off topic, so I'll start a new one (sorry).

Basically I have a helpdesk with 4 departments.
I want it so that new tickets can only be created from the web front end, NOT by sending an email.
However I want replies to be allowed to be sent by email.
This is because I have a load of custom fields I need filled in, which obviously won't be if the user is mailing in first - subsequent replies are fine as I'll already have the info

(So that;s the same as matey below, but I didn't understand the bit about message rules)

Now for part two:
Even though I have 4 departments, I want the email address to be the same for all of them (helpdesk@) - the idea being as they've already opened the ticket from the webfront end, the replies can be correctly routed via the Ticket ID.

However I can't see where to set this up - in mail queues, it asks me to associate each queue with a department, which I obviously don't want to do.

Can what I want to do be achieved currently?

Ben

[iNETFX - Ben]

Well blow me down, I've just had another look - and I'm guessing for problem one I can use the rule:

If "Is Reply" Equal to False

Ignore Email : Yes
Reply to email: (something like) Sorry, you must submit tickets from the web interface

I assume by selecting ignore email it will also delete it from the POP?

[iNETFX - Ben]

No ideas for problem 2?

[jnet]

watching this!

[iNETFX - Ben]

Ok, spoke to support.

Basically - you just setup your departments as normal.
Add the auto responder I mentioned about (so no one can open new tickets via email)
Then just setup one queue (doesn't matter which department you send it to) - Kayako will automatically send it to the correct queue (based on ticket id)