How to handle meeting requests sent to Hornbill

[JAquino]

We have a few customers who will from forget that our Hornbill environment is a actually a ticketing system, and will email meeting requests to our queue when trying to book one of the team for an event.

These appear as blank emails in Hornbill and not always obvious that it was a meeting request. We can't see the actually appointment details either so its not that helpful.

Does anyone have any clever tips for handling these? Ideal solution would be for Hornbill to reject any meeting request and send a response back explaining "this is a ticket system, not a planner" or probably something a bit more polite

Thanks in advance!

 

[Steve Giller]

If the emails have consistent content in the fromAddress, Subject, or Body, you can catch that with an Inbound Routing Rule.

Hornbill is also not an answering service, so if you want to respond to the sender you will need to automatically raise a "silent" request, with a Workflow that emails the sender with the required response and then closes itself. The benefit of a Request is that you can (by using Categories or specific Summaries etc.) report on this and know how many of these you are automatically fielding - and even find repeat offenders if required!