Create helpdesk tickets via email

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JDB
  • updated
  • Completed
It should be possible to send an email to project_name@userecho.com and that automatically creates a helpesk ticket.
It could also take some parameters from the email subject to determine the category.
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Sergey Stukov co-founder
  • Answer
  • Completed
Completed and available to all users now.
Find out more details by the link below.

http://blog.userecho.com/topic/510599-email-ticket...

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Sergey Stukov co-founder
  • Under review
Thanks for idea. We definitely add it. 
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JDB
There are 2 different scenarios:

A. Customer directly sends an email to project_name@userecho.com -> Ticket created using From email.

B. Company replies to a customer email adding project_name@userecho.com -> Ticket created for the email in CC (if the sender is recognized as a project owner or admin)

So in real life example:
  1. John sends email to Company.
  2. Company replies adding company@userecho.com writing something like "I am creating a service ticket for you". Can also add to the subject [Categeory name].
  3. Ticket is created and user receives a "ticket created" email.
This would also satisfy the need of creating tickets on behalf of (which I think is not possible currently?)
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Timur Junussov
Must have feature!
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Matthew O'Riordan
I really need this feature too.  It's a big problem now for us where people are emailing us, and we have to follow a different process to respond, and we lose track quickly.
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Sergey Stukov co-founder
Vote+ for idea, than you will be informed about progress on it.
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Matthew O'Riordan
Quote from Sergey Stukov
Vote+ for idea, than you will be informed about progress on it.
Nice, didn't know that feature existed.
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Matthew O'Riordan
Hi Sergey

How do you propose we deal with people who email us now?  Is there some way of somehow adding the email (even manually) to UserEcho?

Matt
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7
Alex

Has any progress been made with this?  As this is the main thing stopping us from moving from our current helpdesk software...

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Ben Howes
I'm currently reviewing this software for my company - could I have an indication of if/when this may be implemented?
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Sergey Stukov co-founder
Quote from Ben Howes
I'm currently reviewing this software for my company - could I have an indication of if/when this may be implemented?
Hello, you are lucky, we currently on this feature in will be implemented in this month.

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