Ticket submission and processing rules with 4 conditions

[zheka]

Hi friends,

We are really fed up with the number of tickets accumulating in the SupportSuite queue. There are so many occasions when the new ticket gets created when the customer replies for the support staff emails. In the result tickets pile up, support staff feels burned out by the end of the day. Why is it happening???

I tried to make out my own ticket submissions and processing scheme. Please advise if it is possible.

Condition 1 - new ticket gets created only when email is sent to new.ticket@domain.tld or
a user submitted a new ticket using support.domain.tld web interface

Condition 2 - when staff member replies or updates the ticket - user notification email message goes out, and has the source email address of support@domain.tld

3. Condition 3 - when the user replies to this supportsuite generated ticket update message, the reply comes to support@domain.tld gets parsed by the supportsuite and appended to the existing ticket, but!
when this message is just a message to support@domain.tld (not a reply to the ticket), the message gets ignored by the supportsuite, no new ticket created

Condition 4 - when somebody sends a message to support@domain.tld no new ticket is created.

Thanks a lot for any help.