Ticket Auto Assign to Category.

[LewisITD]

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I am just wondering if it is possible to auto-assign a ticket (via email) creation to a set category from the senders domain. We support a few different companies and I want all tickets from set domains to go into the respective categories, would anybody be able to shed any light on this?

Cheers,

Lewis

Edit: We are also using POP3 as I couldn't get it to connect with exchange 2003 correctly.

[Klemen]

To make this work properly (to also allow replies etc) Hesk would need be configured to use different accounts to receive and send emails.

I'm afraid this is not supported at the moment, but planned for future.

[LewisITD]

That's great, thanks for the reply!

[gurdain]

Yes, although not hugely required right now, it would be great if this could be applied

osTicket I believe has this feature....you can add any number of emails to both fetch from and to use as departmental reply emails.

It can also auto-assign tickets to categories based on the content of the subject/body text which is handy.

Unfortunately I couldn't go ahead with osTicket because the admin interface was just too disgusting and would have thrown the staff off. HESK seems the most user friendly system...and most actively updated/supported.

[profdelapaz]

It seems like it shouldn't be very difficult to parse the email field when someone submits a new ticket from the web interface and then assign that to the appropriate category.

[Klemen]

Not sure what you mean? When submitting tickets from the web interface the customer can already choose category and the email they enter is their email address, not support email address.

[profdelapaz]

On our system we don't allow customers to choose the category. We support multiple clients and don't want them seeing all the other clients we support, so right now we're manually assigning them to the appropriate category.

What would be nice is to have the ticket automatically assigned to the appropriate category based on the customer's email domain.

I think I could hard code something like that into the ticket submission code, but what would be great is to have a space in the settings to add and remove domains->categories pairings.

[Klemen]

I'm afraid I cannot help with such customizations, sorry.