Stop Email Reply from Creating New Ticket

[Manny Gatahwa]

Hello Team,

I am trying to find a way to restrict emails from creating new ticket when someone responds to a Change Ticket.

At the moment, when someone replies to a Change Ticket, a new ticket of type „Unassigned“ is created.

How can I stop it or restrict the reply to work like in Normal Tickets (Incident and Requests)

Regards,

[Stefan Abel]

Hello,

You could maybe find a way to put some keyword(s) into the outgoing Email and when they appear in an incoming Email, you could use a Postmaster Filter. This doesn’t work if the keywords are not part of the email.

Also you could use a separate queue for a specific type, where you don’t allow ticket’s to be re-opened by a reply whenever they are closed.

Best regards
Stefan

[Author]

Posts