Feature Requests
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Improved "Support Ticket Not Opened" process.

Matt shared this idea 6 years ago
Completed

Currently, if a customer sends an email directly to the ticket system from an unrecognised email, they receive a response telling them that the support ticket could not be opened due to the address not being recognised. However, if the option to "Only Pipe Replies" is enabled for a department, and the customer sends an email directly to the ticket system from a recognised email address:

1) no auto response is sent

2) no ticket is opened

3) no admin notification of the failed attempt is dispatched

This results in some people being totally unaware that their ticket has not been opened.

Solution: If "Only Pipe Replies" is enabled and a customer attempts to open a ticket by emailing the system directly from a recognised email address, an auto reply letting them know their ticket was not opened should be dispatched to advise them they need to login to open the ticket.

Best Answer
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An email template "Replies Only Bounce Message" has been added for this situation.

Comments (2)

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1

This does show in the "ticket mail import logs". So there is some sort of reporting going on and i agree there is a need for better management in this instance.

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1

An email template "Replies Only Bounce Message" has been added for this situation.