We are having problems incomplete tickets. I think it happens when a customer starts an e-mail and Outlook auto-fills the FreshDesk response e-mail. Freshdesk then creates a ticket which does not have any of the required fields. Without the required fields, I can't answer correctly, nor can I update the ticket status. Can Freshdesk bounce-back an e-mail with instructions to login to the site and create a new ticket, when the e-mail it isn't a response to an existing ticket. This is happening fairly frequently.