joined:May 11, 2012
I need some advice. I work with a business that is trying to setup a ticket system to communicate with customers/clients.The discussion involves personal matters and they don't want private material flooding a customer's gMail inbox so instead they want to keep all communication through the ticket system hosted on their servers.
Right now when the customer sends an email to firstname.lastname@example.org or visits their support page and fills out the contact form, they are instantly send an email alert which says a ticket has been generated on their behalf, along with a link to access the ticket on their site.
The alert doesn't mention any of the personal data left by the customer when they wrote the email or submitted the contact form. it is a very basic alert, just indicating the ticket is live and can be viewed online.
In the past the alert themselves were sent from help@ and some clients, instead of clicking the link or reading the instructions about needing to click the link, where replying to the email as if it was an open form of communication. Then my business started to get their ticket feed filled with random replies to emails.
We started to send them from donoreply@ and if you try to reply back, it sends an autoresponder which says "Stop, we don't check this email. Go back and click the link in the last email".
Is the best way to handle this? I've read that donotreply@ emails are bad, but I'm not sure why, and I also don't want to encourage email communication.
Trying to figure out the best way to setup a discreet ticket system where the process is clear for the client about what links to click, etc.