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Is it possible to suspend a ticket? Or block certain email addresses?

We get a lot of email to our support email address, some of which are questions from users, but also all sorts of other stuff that should not show up as tickets.

It would be great if there was a way to suspend tickets and the system would learn to suspend tickets from that email address automatically.

Is there any way to achieve this right now?

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Helprace suspends all sorts of emails that doesn't appear as normal messages from your customers. This applies to automated response emails, out of the office replies, noreply messages and many others. You can learn more about them in this article:  Managing suspended and rejected tickets

You'll see the Suspended Tickets folder at the bottom of the FILTERS column if you have at least one suspended ticket.

It is not possible to suspend tickets and teach the system to suspend future tickets from those email addresses automatically, unfortunately. You can do this with a few extra steps though: if you go to the People page and block certain user, all future emails from their email address will be rejected.

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Would the system email back to the blocked user that their mail was blocked every time?

That would be undesirable since I would be using this to block non-help requests to keep the ticket system clean.

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Yes, the user will get an 'email rejected' message. Do these requests have a certain attribute in common? For instance, we could filter all emails that include a certain word in the body and put them in a separate folder (i.e. skip the "All Unsolved" inbox).

Yes, the title, email address are typically the same.

Of course many of each one though, so need to specify a list of forbidden titles/email addresses

Some kind of filter would do.

It might also be able to filter it where I specified the mail forwarding on Google Apps.  I have not looked at it in detail yet.

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I've checked forwarding options and filters in Google Apps. You can setup a filter and forward only messages that match that filter, but there doesn't seem to be a way to forward all messages with certain exceptions there.

We're exploring what we can do from our end though. I'll update you soon on what would be our next steps. Thank you.

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