Disable Automatic ticket generation from email

Hello Mike,

Could you elaborate on your exact requirement a little bit? If you could tell us which emails you are looking to stop from being converted into tickets, we would be able to assist you better.

I do not want my users to have to change the email address they are used to using to contact me for support (which is support@domain.com). However, this email address gets a lot of mail that is unrelated to the support/help desk function including a lot of spam. These emails are generating tickets that I just delete which creates extra work for me. I would prefer to only generate tickets based on a keyword or alternatively, have all new incoming emails be discarded. I could have users log into the system to generate new tickets. I am ok with updating tickets from email (which is based on key words).

Mike,

Like you mentioned, you users shouldn't have to send emails to another address. That would definitely frustrate them. Tickets from non-users can be handled in one of two ways : 

1) selectively forward to freshdesk based on keywords OR

2) discard tickets which do not contain certain keywords in freshdesk.

This can be done by creating a dispatch'r rule :

<Condition> if subject does not contain X

<Action> Skip New ticket Notification 

<Action> Delete Ticket 

If you want users to login to create a ticket, you could use configure another dispatch'r rule where

<Condition> Source is not portal

<Action> Skip New ticket Notification 

<Action> Delete Ticket 

One more tip : When you delete a contact, all future communication from them (that email address) will be automatically moved to spam. This way, you don't have to delete emails every single time; Freshdesk will take care of it automatically. 

Feel free to reply if you need more info.

I do not want to generate any tickets from any emails.

I just want an option that reads "Disable ticket generation from email: ON/OFF"

Can we get that?