Create helpdesk tickets via email

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JDB
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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
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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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1
Vladimir Mullagaliyev co-founder
Quote from Shaun A Kranish
Is there a way to use my custom domain alias instead of the .userecho.com for the incoming email to ticket email address?

Instead of whatever@myaccount.userecho.com is there a way to do something like whatever@support.mydomain.com ???
Yes, you can use your own domain if you will redirect emails from whatever@support.mydomain.com to whatever@myaccount.userecho.com
Also you can send notifications to users fro own email if you add SPF record to your DNS.
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Shaun A Kranish
Is there a way to use my custom domain alias instead of the .userecho.com for the incoming email to ticket email address?

Instead of whatever@myaccount.userecho.com is there a way to do something like whatever@support.mydomain.com ???
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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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Ezra Weinstein
Thanks again Sergey, the email feature is really working well for us!  I think a temporary password would be a great solution!
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Sergey Stukov co-founder
Quote from Ezra Weinstein
Sergey,

This is a fantastic feature and thanks for providing us with this functionality, it is working flawlessly for us.  I have a couple of quick questions:

1. Is it possible to include a link to the ticket in the email that is sent back to the user?
2. When a new user sends an email I assume an account is setup for them on UserEcho.  What is the password that is assigned to this user? Is there a way we can let them know what their credentials are, or whether they should setup credentials in order to use the full feedback site.  My goal here is to try to encourage them to start visiting the feedback site rather than communicate via email.

Thanks again!
Thanks, we constantly improving quality of parsing incoming emails at this moment and soon this feature will be available to all our customers.

1. We will improve first letter by adding link to created ticket and maybe additional info how to access user ticket directly.

2. At this moment if we see that user with Mail from: email not exists in the UE we auto create it, and user able to access his account via password reset, may be setting temporary password and emailing it to the user will be better.

We considering about optimal solution and implement it soon.
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Ezra Weinstein
Sergey,

This is a fantastic feature and thanks for providing us with this functionality, it is working flawlessly for us.  I have a couple of quick questions:

1. Is it possible to include a link to the ticket in the email that is sent back to the user?
2. When a new user sends an email I assume an account is setup for them on UserEcho.  What is the password that is assigned to this user? Is there a way we can let them know what their credentials are, or whether they should setup credentials in order to use the full feedback site.  My goal here is to try to encourage them to start visiting the feedback site rather than communicate via email.

Thanks again!
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Sergey Stukov co-founder
Quote from Nominari
Sergey, 
can you please activate this feature for our account too ? 
nominari.userecho.com
Thx :D
We have activate email ticketing feature for your account, 
check that you added SPF record to your DNS to ensure email delivery.

Now all emails to support@nominari.userecho.com will be auto converted to tickets in the your helpdesk forum.

To use your custom support email just forward it to support@nominari.userecho.com
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0
Nominari
Quote from Sergey Stukov
Sure we already implemented it, it's in beta status now.
We activate this feature for your account.
By default it process incoming emails on this email.
support@thehockeyfactory.userecho.com

Forward your mail from support@ourowndomain.com to support@thehockeyfactory.userecho.com

Here you can setup your from address
https://thehockeyfactory.userecho.com/settings/fea...

Also check SPF settings, you must add it to ensure email delivery.

All new emails will be auto converted to tickets and you can answer on it here.
https://thehockeyfactory.userecho.com/settings/agent/topics/review/
Sergey, 
can you please activate this feature for our account too ? 
nominari.userecho.com
Thx :D
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2
Sergey Stukov co-founder
Quote from THF Support
For us this the only showstopper for now. We have a custom support subdomain from a domain we own (support.ourowndomain.com) pointed at userecho for evaluation right now, works great, but need ticket generation via email too, preferably using the same support emaildres on our own domain (support@ourowndomain.com) the user send emails to. So even if we need to forward emails from our own emailaddress (no pop3/imap connection from userecho system) to e.g. tickets@projectname.userecho.com, we should be able to set the from/reply-to address to our own support emailadres (which would be a nice global setting too, or is it already possible?). BTW we then must add the userecho smtp server to our spf record.

Pointing to the last message from Sergey, it is implemented a month ago ;-)
Sure we already implemented it, it's in beta status now.
We activate this feature for your account.
By default it process incoming emails on this email.
support@thehockeyfactory.userecho.com

Forward your mail from support@ourowndomain.com to support@thehockeyfactory.userecho.com

Here you can setup your from address
https://thehockeyfactory.userecho.com/settings/fea...

Also check SPF settings, you must add it to ensure email delivery.

All new emails will be auto converted to tickets and you can answer on it here.
https://thehockeyfactory.userecho.com/settings/agent/topics/review/
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0
THF Support
For us this the only showstopper for now. We have a custom support subdomain from a domain we own (support.ourowndomain.com) pointed at userecho for evaluation right now, works great, but need ticket generation via email too, preferably using the same support emaildres on our own domain (support@ourowndomain.com) the user send emails to. So even if we need to forward emails from our own emailaddress (no pop3/imap connection from userecho system) to e.g. tickets@projectname.userecho.com, we should be able to set the from/reply-to address to our own support emailadres (which would be a nice global setting too, or is it already possible?). BTW we then must add the userecho smtp server to our spf record.

Pointing to the last message from Sergey, it is implemented a month ago ;-)

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