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Create helpdesk tickets from forwarded emails

Pablo Hoffman 4 years ago • updated by anonymous 4 years ago 8
We are using the helpdesk ticket creation via email (to support@) and it works just fine.

However, we sometimes get emails to other lists in our company (sales@, billing@, etc) that we would like to convert to userecho tickets for our support team to handle (through our regular support workflow).

The simplest (and most obvious) way to do this would be to forward the email to support@. However, the create the helpdesk ticket with the reporter email set to whoever forwarded the email, not the original's sender email (as it happens to emails that arrive directly to support@).

Would it be possible to add support for recognizing forwarded emails and creating helpdesk tickets accordingly?. Another (less convenient) alternative would be to support creating helpdesk tickets by manually setting the reporter's email address.

Answer

+1
Answer
Completed
We implemented such feature, just forward any email to your support email that managed by UserEcho and it will instantly create a ticket for it.

If you add your personal comments to the forward, it will be added as private staff comment to the new topic.

At this moment we support @gmail.com and @ya.ru forwards, will add support for more email systems when new forwards will arrive to our incoming queue.

Note that email must be forwarded by one of the support agents related to community.
Planned
We going to improve our email parser to support such type of incoming emails.

1) It will check that forwarded email, was forwarder from one of community support agents.

2) Has Fw: or Fwd: in subj.

Please forward at least 1 email to you support email and give us link to it. 

We going to implement first version soon.
Thanks Sergey, here is an example I just made:
http://support.scrapinghub.com/topic/527610-fwd-te...

Note that the "---- Forwarded message ----" splitter is bound to change per email agent and even per language in the same email agent (I use Gmail in English). Detecting that one reliable could be tricky. I looked for a standard email header that would be set when doing regular forwards (not bounces) but didn't find such thing.
+1
Answer
Completed
We implemented such feature, just forward any email to your support email that managed by UserEcho and it will instantly create a ticket for it.

If you add your personal comments to the forward, it will be added as private staff comment to the new topic.

At this moment we support @gmail.com and @ya.ru forwards, will add support for more email systems when new forwards will arrive to our incoming queue.

Note that email must be forwarded by one of the support agents related to community.
Pablo, it will be helpful if you give us response, does this feature works for you?
I made a test and it didn't work. I can provide more details privately, should we switch this topic to helpdesk or create a separate one? 
Open a new one (private) if possible post link to the created ticket.
We updated our parser to support emails from scrapinghub.com domain (we see that it managed via Google Apps) so now your test email reprocessed and must appear in your helpdesk, feel free to give us additional info if you will have issues with this new feature.
Thanks, works like a charm now!