In this category you will find out different configuration options for creating a ticket from an e-mail. In this connection it is advisable to use an e-mail address created specifically for the Helpdesk to avoid storing all further e-mail communciations as tickets in the system.
When tickets are generated automatically from an e-mail, the e-mail address is compared to the addresses archived in the contact manager. If the e-mail address is already assigned to a person, this person is entered with all details in the new ticket, otherwise a new contact is created with the e-mail address (only). In this case, the subject of the e-mail is then used and saved as a heading, and the text of the e-mail as the description of the ticket.
In Notifications you can adjust the settings so that the sender of the e-mail receives a confirmation of the e-mail in which the ticket ID and the ticket title by default.
If then an e-mail arrives which contains the ticket ID, the content of the e-mail will be automatically attached to the ticket with the same ID. The system will only recognize the ticket ID if it is enclosed in braces. In this way, later supplements in connection with the person who made a support request is automatically entered in the first request.
If the ticket ID not included, a new ticket is created. This ticket can be integrated in the first ticket with the Merge tickets function (see Merge tickets).
Last change on 10.03.2014