Create helpdesk tickets via email

+30
JDB
    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.
Sergey Stukov
    Under review
Thanks for idea. We definitely add it. 
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?)
Timur Junussov
Must have feature!
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.
Sergey Stukov
Vote+ for idea, than you will be informed about progress on it.
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.
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
Alex

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

Ben Howes
I'm currently reviewing this software for my company - could I have an indication of if/when this may be implemented?
Sergey Stukov
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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