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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Answers (2)

Posted by: Josh_H 3 years ago
Senior White Belt

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 Service Desk Queue Email Setting) this would cause that no user will be able to create or update tickets via email

The other option is to restrict access to the queue by limiting who can create tickets by using labels but this would block them from creating tickets via email or UI. I think the best option for you would be the first one.

Aside from that, you might be able to have a more detailed control on when you get to create a ticket depending on the email body by using a Custom Ticket Rule. There might be people here in ITNinja that might be able to help you with that as I'm not knowledgeable on SQL or you can contact Kace Pro Services which are fee-based but can help with those customizations.
Posted by: JordanNolan 3 years ago
9th Degree Black Belt

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.


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