The issue here is that some of the requesters are sneaky and started emailing the out incoming email address for SDP and it is opening new requests. I can't block their email address in the spam filter because we allow requesters to reply to conversation that are sent out of the same incoming email address.

I found a similar topic below, but it would prevent my automated services from opening new request though email.

Ultimately I would like to prevent the requesters from opening new requests via email. I know this is a requester coaching item, but has anyone else experienced this and have any suggestions?

Thanks in advance for your help!