Hey everyone,
has anyone managed to create a rule or workflow to completely ignore tickets that come from non-web sources specifically emails?
Basically, what I’d like to achieve is that only web-based tickets per group (via the customer portal) get created, mainly E-mails get ignored if the source is email. (We are trying to get users to use just the portal insted of email.)
I’ve tried playing around with triggers and postmaster filters, no success.
Has anyone succeeded with this somehow?
Hello,
you can block those E-Mails for your Zammad Mailbox via a Transport Rule in your Mailserver (Exchange?)
Yes, but this completly blocks emails reaching the zammad.
My idead was if the emails reaches it will be closed automatically that way and trigger a autorespond msg from zammad.
“You ticker was not opened since bla bla bla”
Or am I wrong?
That‘s dangerous. Filter those with a trigger. This allows you to automatically respond which happens without delay. Then you can use a scheduler to get rid of these tickets. Personally I still think that this is not a clean approach.
What is the main issue you‘re trying to solve? Why is the UI a must for your users?
We have specific needs when creating a ticket, and nobody is respecting guidelines over email. This way I made a text with specific instructions that pops up whenever they choose a group or some other choices they get when selecting.
So that is why we are actually planning on having email open but, with a rule that ignores a creation or closing it when the source is email.
Couldn’t you also consider replying with the procedure directly via the web interface as soon as the ticket is created, and then closing it automatically?
This way the user still receives the information, but it avoids unnecessary ticket handling.
However, one of the best ways to avoid ticket creation in the first place is to implement rules on the mail server.
In some situations, it can also be helpful to only fetch messages from a specific folder instead of the inbox.
Steps
I like this idea.
As for the procedure, yes we are already doing that, and users receive an automatic reply informing them that the ticket creation process has changed.
However, many still don’t follow the new procedure, and the company insists on full transparency in departments.
And I have tested filters in the past, never got them to work, there is also an option to ignore a msg, but it somehow never triggers…
Its correct but you have to change from “is any of” to “is / contains”. The additional Trigger should look like this.
Action is created
has tag email
Thx alot for this, i have managed to make it with filters.
One thing that makes it wierd a bit is, when I made the filter rule it did not work from the start… After like an hour or 2 started working.
You’re welcome 
Maybe have a look at the logs if somethings up
Honestly i have just barely scrached the surface with Zammad.
We have a project to integrate Zammad comapany wide, and I am still learning the triggers, flows, and everything.
There is just so much to cover in Zammad, becomes scary sometimes.
Yes, the range of functions is enormous, but it’s simply the best ticket system for implementing truly great processes. You’ll get the hang of it in no time.
I’m not sure if this is what you want or if there is any underlying issues with it but you can try the following:
Channels → E-Mail → Filter
Criteria:
From: includes *@yourdomain.xyz
Action:
Ignore message → yes (all the way down in the expert section)
Thx for the info, I have manged to find a solution to it.
Bloom gave me an idea, with filters to create tags, and triggers on tags send an email and close the ticket.
Since users have to be notified at first that email is no longer a supported channel, It’s something I don’t agree with, but management sees it differently.
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