I need to track tickets transparently

[dr_patso]

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I want to modify POP3 fetching. Let's say POP3 fetching is checking email on hesk@hesksupport.com

All my cases are generated by email. We support account managers who simply do not have time and or will not fill out tickets to get help..

Is there a way I can get an email/support request in my personal inbox, respond to it and BCC hesk@hesksupport.com and when the pop3 fetching receives that email it creates a ticket with the name of the actual TO:.. Subject: and Body:? and assigns the ticket to the user it is FROM: ?I do not want the end users to be involved in the ticketing system whatsoever.... Currently we waste a lot of time copying and pasting.... and a lot of timespent is not getting logged... I don't care to track the responses.. Although it would be nice if I respond to them AGAIN, and BCC hesk@hesksupport.com it notices its the same subject and or email chain and logs a reply....

[Klemen]

Allowing staff replies is not something HESK support. There are also no plans on adding such support in the future.

The problem is email headers are too easily forged, so allowing this and keeping things secure would require some sort of email sender verification for example using private/public (PGP) keys.

Why use a help desk in the first place if you wish to do everything over email?

[dr_patso]

is the modification do-able? I don't mind digging into the code and ruining hesk..

The thing is management wants to track time and issues, but nobody is willing to change the support model. Everyone thinks email piping will make it too complicated, also it doesn't support multiple recipients which almost all our issues come in with atleast a few recipients in the CC field that need the response.. I am tired of copying and pasting data to the point where I am not tracking 80% of my issues and time spent because it does not seem important.

We use a shared exchange inbox and use categories to handle incoming requests and NOBODY is willing to change that.. Also the other problem is we have requests coming in with 20 people in the CC line who also want the solution. Lots of meeting invites as well so either way, we are constantly popping back and forth from hesk to outlook... I've looked into outlook integrated support systems and they are 1000$+ and ive done some trials and they are super complicated and then you are spending more time moving emails into special folders than just using a separate system..

Security is not an issue, hesk is running internally and the mailbox will also be internal.

[dr_patso]

another note, co-workers are so scared of emailing out of this system, i have removed the email field on ticket creation and all staff have fake email addresses. we only work with hesk from the web.

[Klemen]

While this may be doable it is unfortunately not something I can help with. Sorry!

[dr_patso]

Thanks Klemen! I completely understand that.