Ticket creation via email

  • 30 August 2018
  • 0 replies
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Hi, could someone point me in the direction of some documentation please on how Freshservice works with incoming emails to create/update an Incident ticket?


I want to understand what rules it applies to the incoming email to determine whether a new ticket needs to be created or the email needs to be associated to an existing ticket.


Also what rule logic can be employed to avoid SPAM or duplicate tickets.


Many thanks.

Steve.


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