You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

How to Prevent Customers using our Reply to Email to create new incidents ?

Received Response
edited Jun 8, 2022 10:31AM in Agent Desktop 4 comments


We want our customers to use our webform exclusively. The webform has categorisation and workflows to the relevant functional area based on the enquiry type.

When anyone replies to a customer, of course you need to have a reply-to email for the customer to respond back to. We have a branded one directed to our custhelp mailbox.

The issue we are having which is getting bigger and bigger, is that customers are latching onto this email and using it to create new enquries.

Is there any way to prevent this ? Is there any way to configure things so that a mailbox only accepts replies and not new enquiries ?

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!