We have reply email addresses set up across our different process modules, to handle replies to process notifications.
These work fine, using the 'update' keyword and are processed as expected against the appropriate ticket.
However, we would like to block any emails that come into these addresses that do not contain the 'update' keyword as these then log incomplete tickets, does anyone have a recommended way to do this?
Ideas that spring to mind...
- Put a rule on the mail inbox to block any mails that do not contain the 'update' keyword.
- Put a decision point at the start of our processes to handle new tickets created by Mail Manager.
Just wondering if anyone has had this issue and what they did or recommend?
Note: we do have an email address that users should use for new enquiries, but this does not stop them incorrectly using the reply addresses they might have stored from previous interactions.