Email Piping: Only Allow Registered Clients to Open Tickets?

[risrik]

I just have a few questions about email pipiing. I once tried it but found that so many bogus tickets were being opened. I was getting a lot of spam tickets that I'd delete right away or tickets created for legitimate emails that people had sent but that shouldn't have been tickets. If I use email piping for an address and enable 'Only allow registered clients to open tickets in this department', does that mean only customers can create tickets and respond to their tickets via email while everything else (spam, other legitimate emails, etc.) is just sent to the inbox (and no ticket is created)?

[Lawrence]

You shouldn't be using an e-mail address for a department, that is also being used for regular e-mail. Create an e-mail address specifically for a department, and then use it.

[WHMCS John]

IIf I use email piping for an address and enable 'Only allow registered clients to open tickets in this department', does that mean only customers can create tickets and respond to their tickets via email while everything else (spam, other legitimate emails, etc.) is just sent to the inbox (and no ticket is created)?

Yes that's correct. But I would also take larwilliams' advice into account.

[risrik]

I never thought of creating 'ticket-specific' email addresses. That makes a lot of sense. I was using 'sales@' for the Sales Department, 'support@' for Support, and 'billing@' for Billing. Instead, I'll use those addresses for regular email and create something like 'sales-tickets@', 'support-tickets@', and 'billing-tickets@'. Then I can use email piping for them and only clients will be able to create tickets. I do like when clients can reply to our ticket responses via email and it's recognized as part of the ticket. I find nobody actually logs in and responds to a ticket.

 

I suppose if someone emails support@ directly with something that could be a ticket, I could create a ticket for them and reply that way. I really appreciate your suggestions and think they will help out a lot!