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Forum Preventing CC'd Tickets

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Preventing CC'd Tickets

pebcakproblemsolver over 7 years ago

Our WHD is set up to only allow emailed tickets. However, our users love to CC the ticket system in an email or CC other departments when creating tickets.
So of course it starts a huge discussion, creating tens of tickets.
Anyone have any good ideas on how to prevent this? User training for the web interface is a non-option.

0 ipaulo over 7 years ago

You could setup a rule on the mailbox (pre-WHD) that deletes messages where your support address is not in the TO: field. Any rule or process you setup will eventually run into trouble if the issue being reported involves VIP customers.
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