Please show also TO address in tickets
Idea shared by Roeland Buisman - 10/15/2018 at 3:26 AM
Under Consideration
For Smartertrack 15, I hope you can make the real TO address visible:

example

customer: customer@customer.com is sending an email as follows:


In this case I receive the ticket in the ticketsystem, but as you can see I was just in copy informational. But the TO address is not shown anywhere, so I can not see where my customer sent the email to, but it is important information to know.  At this moment we need to check always the RAW content to whom the email was addressed. therefore the TO emailaddress should be mentioned.

Please check the attached picture with suggested solution

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1
Andrew Barker Replied
Employee Post
This issue has been added to our internal tracking system for further discussion.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
Hello

Do you have any updates regarding this request?
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+1 Jobs are missed or duplicated. Users should not have to check the Raw to see who else was sent the same request.
0
Eric McCarthy Replied
Employee Post
Gary,

Thanks for the post.

I'm not sure I understand why the TO is important? For a Help Desk, there is normally no TO especially when submitting via the Web Interface. A POP account has a one to one relationship with a Department so that is essentially the TO and normally how Help Desks work.

In addition, we also have Custom Fields available that are normally used to track all sorts of information that can be used and triggered all throughout SmarterTrack including reports.

If you explain what your doing, we may be able to help you understand how to make it work within SmarterTrack while providing you even more information and reporting.

Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
We use the Email Importing feature in Departments. Our customers may email multiple people inside and outside our company creating duplicate work. To add to the confusion it is common for multiple tickets to be created as others on the TO and CC reply to all. I didn't see how to set an event for multiple TO addresses or to auto merge duplicate tickets. For this reason agents either look at the raw or view the email in outlook. Outlook also helps with the HTML formatting/social button attachments.

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