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Can we require ticket creation in the portal but allow updates via email?

Hi all!

We'd like to require creating new tickets in the portal, partly for routing and categorization and partly because some tickets require forms to be completed. Once the ticket is created however, we'd like to to allow staff to update tickets via email.

Is there a way to prevent new tickets from being created via email but subsequent ticket updates are allowed?

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jplurker

I don't know if there is a real way to do it but maybe you can have tickets that are created by email go to a dedicated Request Type that has an action rule to close the ticket immediately with a note asking them to re-create it in the portal with a link to the portal as well.

pabely

Does not Setup > Tickets > Options > Client Options > Clients Can Create Tickets Using - untick E-Mail - cover this?

cchambersCAP

Unfortunetly, we have some tickets that do need to be created via email (like system alerts generated via email and a few other teams that need to receive requests for external parties that can only use email) so I was hoping there was a way to do this per ticket. It looks like you can override the global setting in Locations, but not per ticket queue.

I'll see if I can figure out a workaround using locations. Maybe the exceptions can be set to a default location that we can exclude.

cchambersCAP

No that's going to work either. I have a separate department that is using our system who accepts tickets via email. That means if I enable the suggested option, they would no longer be allowed to accept email-based ticket creation. I would need to be able to override that option at the Request Type or Tech Group level instead of Location to be able to make it work.

The only option I see now is forcing them to require ticket to be created in the portal. They planned to support external clients via email so that would be an issue... unless I can set the location of those newly created external accounts automatically to an "External" location where I could then use the override?