Stopping non-user requesters

Hi,

We solved creating tickets and not creating tickets with adding Company information to requesters depending their countries. For this you could just use a Internal tick box most likely!
(Also this can be used to automate Requester groups easily for Service portal)

After we just have a workflow that deletes/closes tickets that do not have anything in the Company information and then sends the requester an email that send it somewhere else or use portal. (Also adds a tag of "DO_NOT_SEND_AUTOMATIC_EMAILS" and this workflow is the first workflow in the list)
In most groups we use this in a reverse way when they want our users to always use portal and non-users to be able to send emails but works both ways with a little tinkering.

And yes it still creates the tickets but just deletes the ones you dont want.

For Freshservice email automations we have completely/mostly disabled them and use Workflows to send "ticket created" and "ticket resolved" emails. (Here we use the previous tag)
This also allows better email handling since you can choose what email these go from and can do Group specific emails, also we have groups who do not want to send these.

The only problem with this is it needs alot of workflow upkeeping when you have around 80 groups and might not be most optimal way of doing it but hey it works xD

-Tim

Why not approach the problem from the Exchange side vs FreshService side.  If preventing the sending to emails to create accounts is the goal. 

Think of the tactic you use if FreshService and another vendor’s ticketing system get into an email war with each other creating tickets, etc.  You could create a workflow to not send an email and auto close the ticket, but generally handle these on the Exchange side.

Now for cleanup, probably export list of accounts, and then see how many of your shared mailboxes are in those accounts.   (Easy enough query.)  Once you have the list of accounts, mediate the issue.  (if alot may need to use the API or etc.)