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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 encou...
2 Answers
John Shearer Last activity on 8/11/2023 3:29:05 PM by Becky Klein

Auto Reply to Requester of Unsuccessful Email Replies

Hi there,
We have an email reply setup and whenever someone emails that address directly to submit a ticket it sends that email into the unsuccessful folder and produces an email regarding the Subject not having a reply token, which is sent t...
1 Answer
Damon Stennett Last activity on 2/13/2023 4:53:02 PM by Mark Sayers

Status of Updated Tickets

When our technicians reply to a service request (and expect a response from the customer), they set the status to On Hold. When the customer replies, the status reverts back to the last off-hold status (in this case "In Process.") The technician ...
1 Answer
chelsea doyle Last activity on 2/25/2022 8:53:21 AM by Greg Van De Mark