Just a quick question on Emailt o Ticket

smcs

I have a lot of gmail, hotmail, and yahoo contacts under different clients (), what happens to those support tickets when they come in from domain like these? Does the system just ignore them or?

Bigbug

Haha.. had the same question…

johnny

Tell them to get their own email at their own domain, haha j/k

but yeah your right theres still things that need to be worked out. We are discussing this further and we'll see what we can come up with.

smcs

@johnny Totally agree on the own domain part, but I do alot of residential work for normal citizens and they rarely have domain names and use the free ones like gmail, outlook, etc.. I was just curious how those would work. I tested with them already and actually nothing happens, so I thought maybe you had code in place to ignore these. I honestly think having the option to accept all email would b the only way to go, otherwise I dont see how the system could determine where it should be put under, unless it had to match an email address exactly on that situation.

Bigbug

I think of an idea…
maybe you put in all those domains:

1. gmail.com (Gmail by Google)

2. outlook.com (Outlook by Microsoft)

3. yahoo.com (Yahoo Mail)

4. aol.com (AOL Mail)

5. protonmail.com (ProtonMail)

6. zoho.com (Zoho Mail)

7. icloud.com (iCloud Mail by Apple)

8. gmx.com (GMX Mail)

9. mail.com (Mail.com)

10. tutanota.com (Tutanota)

11. fastmail.com (FastMail)

12. hushmail.com (Hushmail)

13. yandex.com (Yandex.Mail)

14. rackspace.com (Rackspace Email)

15. 1and1.com (1&1 Mail, now Ionos Mail)

16. mail.ru (Mail.ru)

17. lycos.com (Lycos Mail)

18. rediff.com (Rediffmail)

19. tiscali.com (Tiscali Mail)

20. earthlink.net (EarthLink Mail)

21. excite.com (Excite Mail)

22. att.net (AT&T Mail, formerly SBCGlobal)

23. comcast.net (Comcast Email, Xfinity Mail)

24. verizon.net (Verizon Mail)

25. cox.net (Cox Email)

26. charter.net (Charter Email, Spectrum Mail)

27. netzero.com (NetZero Mail)

28. blueskymail.com (Blue Sky Mail)

29. airmail.net (Airmail)

30. inbox.com (Inbox.com)

Now, if the system gets an email from one of these domains then it would have to match the entire email address else it would have to match the domain only.

and also there should be an option to make inputs to the domain list on your own.

johnny

We wont need to do this and heres why:

So the way email to ticket works is:

Ticket parser cron.php Looks at the From Email, if it matches a contact's email under a client, then it creates a ticket and assigns the newly created ticket to that contact. It will then move the email to INBOX\ITFlow_processed folder
If no contact is matched then it looks at the Website field you set for the client. If you don't put anything in the website fields under client it will not automatically create a contact (So unless you put gmail.com, aol.com or any of those others for a website it will not create a contact)
If there are no contact email matches or Client Website matches then it will remain in the email inbox and a ticket will never get created and it will flag the email in your inbox

So to be clear we only look at the website field and not any of the domains you entered for the client to create a new contact.

Does this make sense?

Bigbug

A different thing…

Is it possible to add a filter to the email to ticket function?

Scenario: my main email address is sales@example.com, SMTP and IMAP are setup with this account only, I setup sales@ as a catch-all inbox, and also made that it should be able to send emails as support@, billing@ and noreply@, now, if I use email to ticket parsing there is no option to filter out those emails and it should only create tickets from emails that are sent to support@. it would be better that it shouldn't even get other emails except those who were addressed to support@.

Thanks 🙏

wrongecho

Bigbug

The only issue with this is that someone out there will want messages all messages in the inbox (including those sent to aliases) to raise tickets.

I've worked with ticket systems in the past where you can just drag and drop an email message sent directly to you into the monitored shared mailbox to have a ticket automatically created under the client contact. This is quite a nice feature in my experience.

Bigbug

Hi @johnny any updates on that one? Bigbug

Because all random emails that are addressed to sales@ it creates a ticket which is pretty annoying

Thanks all you guys! 🙏

Bigbug

wrongecho

I don't get it.. are you agreeing to me?

wrongecho

Bigbug

Just that it'd have to be an option that can be configured on or off to allow flexibility.

wrongecho

Bigbug

It's interesting you say this, as we've another thread where people are asking that all emails received - even for those without a contact - create a ticket. The opposite of what you're asking about.

I think eventually we'll end up with both but as options you can turn on/off.

Bigbug

Thanks wrongecho for your response [3am… =] (is it a nerdy thing to be up so late?)

My question is not on the "from" but to where it's addressed "to"

I don't mind getting ticket/emails from people who are not in my contact list, but I do mind getting tickets created from things that has nothing to do with "support"

Got me?

Bigbug

Deleted. Got duplicated in error

wrongecho

I'm UK based so it's normal time here haha.

I understand what you mean. It'll still definitely have to be a configurable setting as lots of places will no doubt want emails sent to aliases of the support mailbox to raise tickets.