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?