Is there an easy way to create a ticket on behalf of a customer from an email they sent?
Idea shared by Jonathan Cogley - 2/12/2014 at 4:18 PM
Under Consideration
Often times an agent will receive an email from a customer and wants to be able to easily create a ticket on their behalf.  If they forward the email to SmarterTrack then the ticket is opened as the agent (not the customer).  Is there a way to send the email but have it open the ticket for the customer?
 
They can always open SmarterTrack and manually create a new ticket but that is a lot slower than just being able to forward an email.
 
Thanks.

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Employee Replied
Employee Post
Hello Jonathan,
         I don't believe there is a easy way to do this currently outside the management interface. It may be for security and spam issues, but i can put this in to our future feature requests to be discussed in the future. For now, I believe the customers will need to email your POP emails directly for tickets to be created for them. We have API calls that could allow you to easily create tickets for a customer check out  Automation with Web Services
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User Replied
If you are considering using the API you will find what you need in svcTickets.
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Employee Replied
Employee Post
If you have the raw .eml file you could copy it into SmarterTrack's spool folder under App_Data and it should import it as a ticket.
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Employee Replied
Employee Post
If you are putting it into a folder it needs to be App_Data -> Spool -> IN-*
depending on which IN- you put it in determines which department it will go to, you can test this by:
    1. Setting your Pop importing time to 5 minutes (so that you wont accidentally import it to the         wrong folder.
    2. Putting your .eml file inside a IN-* folder.
    3. Go to your Management Interface and go to Settings->Spool->Incoming and it should tell you         which department its going to import it into 
    4. If the file dissapears it was probably imported (you took longer to remove it then your importing         time)
    5. Leave the file in the folder to let it import, you can change the importing time back to what it was         at.
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What if the "support" email address was added to Outlook as an IMAP account in addition to the agent's regular address?  What would happen if the agent simply did a drag/drop of the email into the inbox for the "support" mailbox.  If it's IMAP, then it should be copied up to the server and then SmarterTrack would POP into the mailbox to get that email.
 
Would it matter what the TO: address is for that email if things were setup that way?
 
 
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This is what I do, and it works beautifully.
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Consider changing your username, having your email address out in the open like this is an invitation to spam.

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