Is there a way to push end users to using only the web form for creating tickets?
Prevent Emails from Creating Tickets
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a) Dont give them the email address
b) Set up a trigger when tickets are created by mail
CONDITIONS
- Ticket is created
- Recieved at yoursupportaddress.com
ACTIONS
- Email requester - "your message - we do not take support requests via email. To open a request please go to http://myzendesk.com"
- Status - Closed
That work? Of course you could add some other checks and maybe not close the ticket - solve it so that if the customer replies with an angry message, you can maybe take it up, rather than escalate the frustration.
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