Disable email requests but keep email comments

Liam Green

I'm sure this is something I should know the answer to, but I can't find it for the life of me... so to the Community I go!

If I turn off email requests for a service desk, so that new requests cannot be created by email does this turn off the ability to reply to tickets by email? 

Angélica Luz

Hello Liam,

Thank you for your question.

The answer is yes.

When disabling email requests, customers will keep receiving notifications normally, but if they reply to the notification, it will be bounced because there is no way to process the reply to add to the ticket.

Here is an example of what they will receive if they reply:

In this case, the best option would be to edit the notification templates and add the information for them to not reply and that they need to go to the portal for that.

Kind regards,
Angélica