Improvement to Service Management

Question

I am requesting the following: the ability for employees to create tickets on behalf of customers by forwarding emails to our support/service email address. Currently, this makes the employee the reporter, but I would like the reporter to automatically be set to the email address the message is sent from, so that the customer experience remains unchanged and customers can continue the conversation and reply to the ticket directly via email.

Marc -Devoteam- · Answer

Hi @Rasmus Nyholm Jensen

This is not possible ootb.

As the sender is seen as the reporter.

The only option ootb is that the original sender needs to be set as the CC, the cc will be set as Request Participant.

Then with automation you could set this user or mail address as the reporter.

BUT!

If the request participant is not yet an active customer this will not be possible and also this user will never receive the initial notification that the issue is created, you would also need to sent an email to this user when changing the reporter.

More efficient is to look at a 3rd party solution from the marketplace, you would need to look for mail handlers like "email this issue"

Aaron Pavez _ServiceRocket_ · Answer

Hi @Rasmus Nyholm Jensen

Have you tried creating the ticket from the agent view and adding the customer’s email there?

If you want to log the improvement or see if it already exists:

https://jira.atlassian.com/secure/Dashboard.jspa?selectPageId=10440

Regards

Nikola Perisic · Answer

Hello @Rasmus Nyholm Jensen

You can add your feature request here: https://jira.atlassian.com/secure/BrowseProjects.jspa - This is more Data Center since for the cloud there isn't such a place. For your request I'd suggest putting a placeholder before it. Know that if that feature doesn't reach certain amount of votes, it won't be implemented for sure.