Any email received from the support inbox that is related to IQN, we should redirect them to create a ticket. Regardless if they are from the BIG3 (WF, Shell or Menasha) or not, we refer them to create a ticket on the portal.
The reason behind this is for us to be able to track how many tickets were opened by a certain client.
We will only give QRG contacts via ticket for security purposes.
Below is the template that we will use to divert all emails to create a ticket
Product Support Specialist