Is it possible to “stop” users form sending mail to a ticket that has a “closed” status.
At the moment is solved this with a Exchange rule that filters out mail with specific words in it.
Smarter users can get around this by removing those specific words from their reply mail. Or they reply to an older mail about this ticket.
Is there a smart way to ignore this kind of mail in sysaid
Hi
Thank you for contacting SysAid support. A possible way of doing this is going to your admin portal > Settings > Integration > Email > Open your integration > Incoming integration. On that tab, there is an option called “ Unless SR status is” you can add as many statuses as you want to that including “Closed”. Once that is done, if an email is sent to a closed ticket it should open a new ticket instead.
If you have any additional questions regarding this, please open a ticket with us using the following link https://www.sysaid.com/support.
Thank you for your time and hope you have a nice day ahead!
That’s already set up.
This setting only prevents a ticket to be reopend, users can still mail regarding this ticket.
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