email - no reply response?

[wbwb]

I have several departments that strictly use the service portal to take incoming requests and incident creation, but they do use email notifications for ticket updates, etc.  They do not allow an email to initially create a request or incident.  We're still at the testing stage and haven't gone live with this.  But, once we're live what happens if a customer sends in a email to the department's email address that is typically used for notifications?  If there's no ref# tag at the bottom, I assume it'll ignore it.  But what is the best way to handle this?  Would best practices be to have a "no reply" email with simple response directing them to service portal?

[jlaue]

Hello - 

If they do not want replies to "announcements/notifications" that are sent out, to create an incident, then best practice would be to use a different email to send those announcements from.  ServiceNow will not ignore those by default if you are forwarding the email account(s) into ServiceNow, new incidents will be created for all the inbound emails, then you use the Inbound Actions to get creative from there.  As you have stated as well, it is great to add the link to the Service Portal to the signature of those "announcements/notifications".  

J

[wbwb]

Replies to any notifications are fine to communicate between fulfiller and requester.  But new messages to this email address is what I'm trying to stop.