Hi,
dohboy schrieb:
Hello,
I am having an issue where I receive a large number of phony support
requests on my incoming otrs email address. I don't want to call them
'spam' but a legitimate customer seems to abuse the system by
forwarding and duplicating issues many many many times. It takes a
large amount of support time to sift through all the tickets and
determine if they are legitimate new issues or just "spammed" old
issues or duplicates of the same issue. The customer seems to ignore
our auto-replies, and our polite requests to not abuse the ticket
email system. What I would like to do is have the ticket not
actually appear in the work queues until that customer receives his
ticket number from us and confirms that its a legitimate issue by
clicking an embedded link or something.
I was considering setting the incoming emails into a holding-queue
that nobody would look at, and would be auto-closed by a generic-agent
after 24 hours. The auto-response would inform the customer that they
need to verify their support request by replying to -that- email..
then a generic agent could move the ticket into the work queue.
Does this seem like a reasonable idea, or maybe there is an
easier/friendlier way to do this?
sounds good.
All new tickets are assigned to a queue "to_be_verified" with state
"new" and an auto-response after ticket-creation.
Through replying to this auto-response, the ticket-state moves to
"verified" and a generic-agent-job (or Event-module for state-changes)
moves this ticket to a queue to be worked on.
I don't find a better solution for your objective.
Thanks
Bye, Alex
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