Is there a way to automatically have the system mark a message with a warning sign?
Question asked by Mio - November 17, 2014 at 10:38 AM
Answered
Some users do not play fair and request support with cracked versions of our software. Is there a way to maintain a blacklist so if they show up and ask questions again the support team member is warned?

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Rod Lasky Replied
Employee Post Marked As Answer
Hi Mio,
You could have a warning emailed to your whenever a ticket is created from a specific domain/email address.  You could do that with our System Event functionality.  More information about ticket events can be found here.
Rod Lasky
Technical Support Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Mio Replied
Hi Rod,
I fiddled around with the System Events. I could only find the option to trigger on one specific domain or email address per event. That means that we would have to create an event for every single "black sheep". Is there a way to have a blacklist with a list of customer emails?
I also find that I can send an email to myself or to some other email address. As it is, though, different support team members might answer a "blacklisted" ticket, but it would not do to send a warning email to every single support team member, I just want to warn the collegue that is going to answer the ticket. The best way to do this, it guess, would be to automatically add a comment to such a ticket. I could not find out how to do that. Can you help me with this?
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Mio Replied
Hi Rod,
Is it possible to have the system add a comment to a ticket triggered by a system event?

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