Is it possible to set Kace up to NOT create a help ticket when someone emails directly to the KAce email address?
Currently, our helpdesk is set up that when a user is not able to get into our helpdesk, they can email our helpdesk email address which creates a ticket. Some users have gotten lazy and this is now how they always create tickets. The problem is that they then aren't having to fill out the required fields, leaving the technicians to fill them out, or tickets not assigned to a technician getting lost. So our first choice would be to not allow Kace to create a ticket at all when emailed directly. The second option is to block the helpdesk email from accepting at all, which would include blocking users from updating help tickets by responding to the email they receive regarding the ticket. Are either of these possible solutions?
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Posted by:
Josh_H
6 years ago
Hi,
You can go to Service Desk> Configuration then go to Queues and select the queue you'd like to restrict.
At this point you can either, block all users from creating tickets via email by removing the check mark from the Allow all users and submitters as well as the option for Accept email from unknown users (located at the
You can go to Service Desk> Configuration then go to Queues and select the queue you'd like to restrict.
At this point you can either, block all users from creating tickets via email by removing the check mark from the Allow all users and submitters as well as the option for Accept email from unknown users (located at the
Posted by:
JordanNolan
6 years ago
In order to discourage users from emailing the helpdesk I had rules setup that would set their priority as low and a due date of +7 days and the autoreply message would be:
Your request has been received and is currently unassigned with a priority of Low and a due date of X/X/XX. For faster service please go to:
to categorize your ticket so it can be routed to the most appropriate technician for your issue.
Comments:
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That is a very good idea. Thanks! - County of Culpeper 6 years ago