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  1. #1
    Join Date
    Feb 2004
    Location
    Toronto, ON, Canada
    Posts
    1,443

    Replies within portal only or accept inbound emails ?

    Sometimes I can't help but wonder if there are any missed email tickets due to the spam filter.

    How do you guys feel about forcing the client to be able to reply to tickets via the support portal only.

    This will eliminate any missed ticket/replies from the customer but bring a minor annoyance to them.
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  2. #2
    Easy solution.

    I'm assuming your ticket reply system looks for a pattern in the subject so it knows what ticket to update. Just setup an exception in your spam filter so that anything matching that subject pattern will not be tagged as spam.

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  3. #3
    Join Date
    Feb 2004
    Location
    Toronto, ON, Canada
    Posts
    1,443
    The problem comes from when you are piping the email from major providers like yahoo/gmail/outlook. Once they get tagged as spam and it goes to the junk folder and never get forwarded.

    Quote Originally Posted by mrzippy View Post
    Easy solution.

    I'm assuming your ticket reply system looks for a pattern in the subject so it knows what ticket to update. Just setup an exception in your spam filter so that anything matching that subject pattern will not be tagged as spam.

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  4. #4
    Join Date
    Dec 2005
    Location
    Finland
    Posts
    1,466
    I find it sort of annoying to login to a support portal. However, if you're leaving out all the processing of the incoming email the portal is much easier to implement. So I understand why they're doing it.

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