Using Email to Create New Tickets

You can choose to allow the creation of new tickets from emails that are received. There are a couple of options available to you and you should consider these carefully before enabling.

If Open New Tickets is enabled, then Email Support will create a new ticket upon receiving an email if it is unable to associate the email with an existing ticket. i.e. No ticket id is identified within the subject line.

If Must be Registered is also enabled, Email Support will only allow the creation of a new ticket, if the email address of the sender can be identified as a user that has already registered on your website. If the address cannot be identified, the email is placed within the Unassigned Emails folder.

If Must be Registered is not enabled, Email Support will create new tickets regardless of whether or not a user can be identified by the from address. If a user can be identified, the ticket will be associated to their account. If they cannot be identified, a new customer will be created.

A word of warning: If you allow the creation of new tickets and do not require that users Must be Registered, you run the risk of spam emails being processed and accounts being created by the spammers.