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We came across this trick for forwarding emails to the connector, but having them filed as if they were from the customer (not the employee that forwarded it): KB:_How_To_Create_Tickets_On_Behalf_of_Your_Custom ers_Using_Emails
Our question is, are there any other tricks like this that would allow us to perhaps set ticket fields automatically if used in the subject or body of the email? For example, it would be super helpful to be able to send an email to the connector formated like this: ----- From: john@doe.com Subject: my computer is on fire! halp! Body: @ticketstatus=new @tickettype=general @ticketpriority=immediate ----- We realize we could use the XML via email, but was hoping there might be something more user friendly like the trick we found in the knowledge base. |
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Thank you for posting this.
The trick to forward emails from employees and have them opened as if the customers sent them is indeed handy. Ticket fields can currently only be controlled via XML formatted emails, though this is an interesting idea and we'll look into it. Thanks for asking! |
