Is it possible to set Kace up to NOT create a help ticket when someone emails directly to the KAce email address?
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
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.