Originally Posted by handsonhosting
We go a different route. No email is accepted into our helpdesk system. Clients must log in to submit a ticket (and to read a ticket). This ensures that if a developer is asking a question and the owner of the site then logs in to submit the same issue, they see the open ticket already and can add to it. It saves duplication tickets and wasted time that way too!
If users do send emails to "sales@" or "support@" they get an automated response to alert them of the proper method of reaching us. We've used this kind of setup since 2000 and never had an issue!
We've thought about this but have been afraid that people would get frustrated and be turned off by the lack of the easy route (just sending the e-mail).
It's interesting to hear that it works fine for you. Maybe we'll look into it again.