Incoming email

Question

ncom

Is there a way I can accept emails for tickets already in the system without creating new tickets for new items? I see that there is a "When ID in Subject Is Not Recognized" item that says either "Reject E-mail" or "Create new ticket". But, when I choose Reject E-mail, it still creates a new ticket for an unrecognized e-mail.

Thanks

Bill

optwpierce · Accepted Answer

I have found the answer. There are actually three places that you need. You can find the settings here.

If you are wanting to introduce users to a helpdesk system that were not
using one then email integration is a quick way to do that. I agree with KaoS -
it certainly degrades the quality of info both in identifying the correct issue
and also with subsequent ticket history and problem resolution. And, as
joel.gibby said, using the web interface for ticket creation and enabling email
updates to existing tickets would be preferred.

How about this setup:

<li> Under Setup>Email>Options, check "Create Ticket Notes From
Replies".
<li> Under Setup>Email>Incoming Mail Accounts, uncheck
"Enable E-Mail Tickets"
<li> Under
Setup>Ticket>Options>Clients Can Create Tickets Using, check "Web
Interface" and uncheck "E-Mail"

Under Setup>Email>Options, check "Create Ticket Notes From Replies".

Under Setup>Email>Incoming Mail Accounts, uncheck "Enable E-Mail Tickets"

Under Setup>Ticket>Options>Clients Can Create Tickets Using, check "Web Interface" and uncheck "E-Mail"