Possible to use email piping only for ticket reply? (Not for opening new ticket.)

[hstraf]

Hello,

Is it possible to configure HESK so email piping is only possible when replying to an existing ticket, and can not be used to open a new ticket?

So.. something like this:

1. Customer sends email to "hesk@domain.com", and the HESK email piping system checks if there is a matching Ticket Tracking ID.

2. If there is no matching ticket tracking ID, then HESK sends an auto-reply email saying the email was NOT accepted and no ticket was created, and gives a link to the helpdesk ticket submission page. (New tickets can only be created using the online/website ticket submission system.)

3. If there is a matching ticket tracking ID, then hesk updates/reopens the ticket exactly like it works now.

I hope that makes sense? Basically, we are getting a lot of spam tickets from email piping, and so we want to limit new tickets to only be created online. However, once the ticket is created... it is very nice for customers to be able to use email piping feature so they can correspond with support staff using email.

Thanks!

[Klemen]

It's not possible with the built-in functionality, but should be pretty straight-forward to make this happen (if you don't have any PHP experience, try hiring a developer).

In inc/pipe_functions.inc.php you can find

Code: Select all

$tmpvar['trackid'] = hesk_createID();

This code is called when the email is detected as a new ticket (not a reply) so replacing it with your custom logic (send an email) should be pretty simple for someone versed in PHP.