Phil Dyer

We provide a solution (outside of Zendesk) that results in emails to our clients. If clients respond to these emails, a ticket is created as we would expect. If however, the email generated by our system results in an undeliverable mail message from the clients mail provider, this is not resulting in a ticket. We would like tickets to be created so that we can manage the undeliverable email address. 

Thank you, Phil

We often have customers responding to an existing Closed ticket with a completely different query or problem. This causes the existing ticket to be reopened. Instead of this, I would like a brand new ticket to be created when a customer responds to a ticket with a status of Closed. Thank you.

I have some external customers that do not wish to receive the automatic triggered email acknowledging receipt of their email. I can see the condition on triggers of "Requester" > "Is Not", but then the only options are my admin staff members. Is there a similar way to do this for external customers?