Clients sending help requests to the Replies email address

(We use GMail, BTW)  From time to time, clients will send requests for help to the Replies email address.  Since the message doesn't contain a token, the message isn't processed.  The Replies monitor log had a message like this:

Error encountered while attempting to process email. Platform Email Id:  Subject: [Fwd: intro]...
Error: [Context: [PartId/BEId:[1004/32]]. ] with Subject [Fwd: intro] has no reply token, but monitor [107] is not a ticket creation monitor.This email will be moved to the unsuccessful folder.]

I get notified directly since I am listed in the 'Error to email' field and I get a .eml attachment of the original message.

My question is whether there is something we can do?  There is no way I can prevent people from using the reply email address.  Ideally if there is no token it would just generate a new ticket.  Maybe some creative filters?  Maybe a TDX setting?

Tags email-monitor email-replies
Asked by John Shearer on Fri 8/11/23 1:09 PM
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Answers (2)

This answer has been marked as the accepted answer
Brittany Renn Fri 8/11/23 2:12 PM

Hi John, 

I'm not aware of any filters that could be applied based on the presence of a reply token, currently. I'd suggest submitting a Product Idea so that a feature like that could be considered in future versions. 

Best,

Brittany Renn

TDX Support

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OK - Thank you.  Maybe I will phrase my question a little differently:

In TDX, is there a better way to handle a new ticket request sent to the Replies email other than to just moving it to 'Unsuccessful'?

If not, I will gladly submit a Product Idea.

Thank you! - John Shearer Fri 8/11/23 2:32 PM
Unfortunately, I don't believe so. You could maybe forward it from the unsuccessful folder to the ticket creation monitor's email address, but there really isn't any way within TDX to do that automatically that I'm aware of. - Brittany Renn Fri 8/11/23 2:35 PM
Becky Klein Fri 8/11/23 3:29 PM

The way I handle this is as follows:

  1. Set up a rule in Outlook to match messages looking for the beginning of the token code and then move them to a separate folder
  2. Set the reply monitor to check the folder with the specific messages - NOT the inbox
  3. Setup the email monitor for ticket intake using the inbox of the account

Is something like this an option for you? I'm pretty sure I learned about this from others here in the community.

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