Reject Ticket Creation via Email

tcheck · **Reject Ticket Creation via Email -** 18-05-2008, 01:30 AM

Hello,
I would like to reject ticket creation via email, forcing all users to submit their tickets via the help desk. However, once the user has submitted the ticket, I would like them to be able to reply to the email directly. Is this possible?

Thanks,
Tommy

craigbrass · 18-05-2008, 09:39 AM

There isn't currently a way to do this unfortunately. You can require them to be registered, but other than that...

supportskins · 18-05-2008, 10:00 AM

You might want to give it a shot using Parser Rules something like:

Is Reply = false
Is Staff Reply = false
Is Third Party Reply = false

then reject the email.

**Jamie Edwards** · 18-05-2008, 10:04 AM

I was just about to post what Hiren did

This is certainly the way to do it. You may also wish to trigger an autoresponder explaining the rejection, and the course of action the user must take.

craigbrass · 18-05-2008, 10:23 AM

I stand corrected, then.

tcheck · 06:11 PM

Thanks Hiren! I will definitely try it out.

tcheck · 01:26 AM

Success! Thanks Hiren!

supportskins · 18-05-2008, 08:15 PM

Glad to help

ECSI · 19-05-2008, 08:11 PM

I set this up exactly as above, but a new ticket was created anyway. Any ideas what I did wrong?

supportskins · 19-05-2008, 08:23 PM

Can you post a screenshot as posted above?

ECSI · 19-05-2008, 08:32 PM

attached

supportskins · 19-05-2008, 09:34 PM

Which version of Kayako are you using?

tcheck · 01:27 AM

ECSI, please see the updated image. It now will work. However, some emails may not receieve replies (or be accepted by the system) because of the Flood Protection. Go to Admin Panel > Settings > Tickets to temporarily disable it for testing this new rule, if necessary.

ECSI · 03:02 AM

Thanks guys - now it works with the update from the newest image (using only "Is Reply" as the criteria). I'm using the latest eSupport release from last week.

tcheck · 20-05-2008, 05:16 AM

Glad to see everything worked out =].

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tcheck Offline New Member Posts: 7 Join Date: May 2008 SupportSuite Monthly Leased License	Reject Ticket Creation via Email - 18-05-2008, 01:30 AM Hello, I would like to reject ticket creation via email, forcing all users to submit their tickets via the help desk. However, once the user has submitted the ticket, I would like them to be able to reply to the email directly. Is this possible? Thanks, Tommy

craigbrass Offline Senior Member Posts: 4,947 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	18-05-2008, 09:39 AM There isn't currently a way to do this unfortunately. You can require them to be registered, but other than that... Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

craigbrass Offline Senior Member Posts: 4,947 Join Date: Jun 2005 Location: Cumbria, UK SupportSuite Owned License	18-05-2008, 10:23 AM I stand corrected, then. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

tcheck Offline New Member Posts: 7 Join Date: May 2008 SupportSuite Monthly Leased License	18-05-2008, 06:06 PM Thanks Hiren! I will definitely try it out. Last edited by tcheck : 18-05-2008 at 06:11 PM.

tcheck Offline New Member Posts: 7 Join Date: May 2008 SupportSuite Monthly Leased License	18-05-2008, 07:07 PM Success! Thanks Hiren! Last edited by tcheck : 20-05-2008 at 01:26 AM. Reason: Posted Real Solution to the Issue

supportskins Offline Senior Member Posts: 3,265 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	18-05-2008, 08:15 PM Glad to help Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

ECSI Offline New Member Posts: 22 Join Date: May 2008 Location: Sunny Florida eSupport Owned License phpinfo()	19-05-2008, 08:11 PM I set this up exactly as above, but a new ticket was created anyway. Any ideas what I did wrong?

supportskins Offline Senior Member Posts: 3,265 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	19-05-2008, 08:23 PM Can you post a screenshot as posted above? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

ECSI Offline New Member Posts: 22 Join Date: May 2008 Location: Sunny Florida eSupport Owned License phpinfo()	19-05-2008, 08:32 PM attached

supportskins Offline Senior Member Posts: 3,265 Join Date: Aug 2006 Location: Mumbai, India SupportSuite Owned License	19-05-2008, 09:34 PM Which version of Kayako are you using? Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

tcheck Offline New Member Posts: 7 Join Date: May 2008 SupportSuite Monthly Leased License	19-05-2008, 11:53 PM ECSI, please see the updated image. It now will work. However, some emails may not receieve replies (or be accepted by the system) because of the Flood Protection. Go to Admin Panel > Settings > Tickets to temporarily disable it for testing this new rule, if necessary. Last edited by tcheck : 20-05-2008 at 01:27 AM.

ECSI Offline New Member Posts: 22 Join Date: May 2008 Location: Sunny Florida eSupport Owned License phpinfo()	20-05-2008, 02:54 AM Thanks guys - now it works with the update from the newest image (using only "Is Reply" as the criteria). I'm using the latest eSupport release from last week. Last edited by ECSI : 20-05-2008 at 03:02 AM.

tcheck Offline New Member Posts: 7 Join Date: May 2008 SupportSuite Monthly Leased License	20-05-2008, 05:16 AM Glad to see everything worked out =].