We are just moving over from Kayako as our primary helpdesk product and have noticed one issue
in replicating our existing workflow.
In Kayako we have trained our end user community to submit emails with the subject line formatted as
911 - some issue description
in the event they need to submit tickets needing urgent resolution. In Kayako the email parser reading
the subject line automatically sets the ticket priority and sends out a broadcast email to all support staff
to alert us to the issue.
Is there a way to replicate this functionality in Smartertrack ?? If so how ??