Hi,
we are actively blocking emails from our internal domain and delete the created tickets immediately via workflow. In addition the user gets a seperate email that the email has been rejected with links to knowledge base where we explain why we block this and show the correct way of creating tickets via service portal.
It works but takes a long time for everyone to understand how important this step is. Hope that helps.
Best regards
Daniel
Hi Daniel,
Thank you. That’s great - are you able to share the KB that you have explaining why you block them etc?
Did you get any feedback from the business on this?
Thanks,
Matt
Hi Matt,
I’m not able to share the KB article as there is a lot of internal stuff written down. In a few words you could summarize this way: “Structured way of sending every request to our support staff. We have 300 agents and it’s complex to reach the correct agent group. We can not accept emails as we have to manually route the requests which takes a lot of time for us and extends the time needed for the request to fulfill. Sending request email → 2-3 days until resolution. Via service portal and category routing → 1-2 days max as the correct agent group is automatically set.
The feedback is mixed. A lot of people understand why we do it like this and a few dont. But they get used to. The usual “We've always done it this way” tires me and is not accepted by us or the management.
Best regards
Daniel
Thanks Daniel.
Appriciate your feedback.
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