Hi,
Currently, if anyone sends an email to our support email address, it automatically creates a ticket. However, we wish to move to supporting only those customers that are registered with us for support.
If someone is not registered to receive support, we would like an email reply to them telling them that we are unable to provide support for them, and for this ticket not to be created.
How do I achieve this ?
Thanks
James
5 Months and this question still hasn't been answered? I have the same question.
The only solution I've come across is a PER EMAIL ADDRESS rule (ie: filter) to delete tickets created by a specific email address. NOT a good solution!
We need a way to prevent ticket creation by ANY AND ALL email addresses that are not either (1) a current customer in the system; or (2) otherwise whitelisted.
Thanks!
+7Maybe a suggestion when you want to reject emails for customers not eligible for support.
You can add a field in the contact e.g. Eligible for support.
Then with a Dispatch'r rule you can test:
a) Is the source email?
b) Is the field (in the contact) "Eligible for support" not set?
If so:
a) Send email to requester
b) Delete the ticket.
Not perfect as it does create a ticket number. But might meet the requirement.
Not sure how to address the situation where someone is not a current customer, but is whitelisted. That would depend how the system can know.
Hello All,
I understand that you would to filter the creation of tickets when they are created via email.
This can ideally be achieved by two ways:
- If you are using Freshdesk internally or with a known set of clients, you can have the domains of those users white-listed using the Helpdesk restrictions feature.
- You can create a filter at your mailbox level and redirect them to a specific folder and set up the email forwarding for the same.
Hope this helps!
Cheers!
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