OTRS Customer reply

[Snowmanko]

Hi there,
I would like to ask if there is any option or setting in OTRS that customer can't reply to address of otrs mails.
So for example :
1/ There is support form on our website where can customer can submit their problem/interest
2/ Submitted form will send email notification to customers email (inputbox in form) and also CC our webform@otrs.domain.com so new ticket is created in OTRS in queue webform
3/ Our team will reply to customer ticket in webform queue with template answer from address webform@otrs.domain.com (subject contains ticketnumber now because it's email from OTRS)

I would like to setup this queue like there will be NOT possible for customer to reply to OTRS template answer from email webform@otrs.domain.com. Insted it should send email reply to customer that it is not right way to contact us and he should call us on number bla bla and so on.

Is this somehow possible ?

Thanks&Regards

[crythias]

Note that the email addresses that are attached to the queues are based upon your choice of email address. They could auto-respond from practically any email address, as long as your SMTP provider allows that to be a valid sender. Of course, you could simply accept the email normally and have auto reply of followup saying, "Thanks for your followup, but note that we'd prefer you follow up by ...."

[Snowmanko]

Note that the email addresses that are attached to the queues are based upon your choice of email address. They could auto-respond from practically any email address, as long as your SMTP provider allows that to be a valid sender. Of course, you could simply accept the email normally and have auto reply of followup saying, "Thanks for your followup, but note that we'd prefer you follow up by ...."

You didn't get my idea, I think we do not understand each other. I need to setup OTRS in way that all emails ONLY from webform will create new ticket. And disable creation of tickets when user will reply to "Thanks for your submission of our webform" email. It's should reply to them like : This is bad way to contact us, call as on 123456.

[crythias]

I need to setup OTRS in way that all emails ONLY from webform will create new ticket.

Right but the only way for

It's should reply to them like : This is bad way to contact us, call as on 123456.

is to either intercept the email prior to creating a ticket (outside of OTRS, and therefore not something that is relevant to this for this forum.) or to actually create a ticket (perhaps in a Junk queue) and let Junk Queue's autoresponse answer this.