Hello,
I am currently evaluating Frappe Helpdesk and have enabled ticket creation via email. I would like to restrict this feature so that tickets are created only when the incoming email originates from a registered Contact.
Emails sent from unregistered email addresses should be ignored and must not result in ticket creation.
Could you please advise whether this is supported out of the box or if there is a recommended configuration or customization to achieve this?
Hello - if no one replies here the is a better chance of getting a response on their telegram channel
Hi pandafy,
This is a useful requirement, especially for businesses that want to provide email-based support exclusively to registered customers.
From what I’ve found in the documentation, Frappe Helpdesk supports managing Contacts and automatically creating tickets from incoming emails, but I haven’t confirmed a built-in option to restrict email ticket creation to existing Contacts.
One possible approach would be to validate the sender against registered Contacts before creating a ticket. Another would be filtering incoming emails before Frappe processes them.
I’m curious whether your requirement is simply to restrict tickets to known email addresses, or whether you also need to verify that the Contact belongs to an active Customer with support eligibility.
That distinction could help determine the best approach.