Email scenario question

Daedalus01

I know this is an old version no longer supported, so maybe its in the newer code or also already in 1.15. I'm waiting for 2.0 before upgrading.

Is it possible to configure the system to where if there is an existing ticket already open, that if the end user replies to the email that the ticket is updated BUT, if there is no ticket that they are replying to that nothing happens.

User wants to open a ticket, sends an email to the ticketing system. System rejects it.

User emails a reply back to existing ticket that they opened through the web portal, update is added to the ticket and updates are emailed out to the agents.

Thanks

KevinTheJedi

Daedalus01

Setup a filter that rejects new tickets from that user basically. There is no way to selectively say "if this doesn't relate to anything reject it" based on headers, etc... that'd simply be rejecting a new ticket.

Cheers.