Can you enable reply via email in service desk without create

We're using service desk for our customers where we're requiring them to log into the portal to raise requests as we're answering a number of validation questions. We've just discovered some clients are replying to email notifications from service desk but these emails aren't being added as comments to the tickets or getting bounced. I'm trying to find out if there's a way to allow commenting via email without allowing tickets to be created orginally from emails.

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Need a little clarification.....you want to disable ticket creation on email. But want to ensure comments are still added via email? 

Hi Shawn,

Yes, we don't want customers to be able to create tickets via email at all, but we do want them to be able to reply to emails about the ticket which should add a comment.

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