Email reply saying ticket has not been created

[Alison Files]

We would like to disable the ability to create tickets via email and just use the portal for ticket creation.  My question is, if someone sends an email to the helpdesk that doesn't have a ticket number in the subject line, is there any way for an automatic reply to be sent saying that a ticket has not been created, please go to the customer portal? 

Thanks,

Alison

[Brant Schroeder · Accepted solution]

Alison,

  You can use a Service Desk Automation on issue create.  Have the condition look at the channel request-channel-type in ("email") and any other conditions you would like.  In the Then area use the send email function so they get a response.  You can also transition the request to closed here and tag it with a component so you can report off of or delete them.

[Alison Files]

Thank you - that worked!