Incoming Email structure

jeffy

Hi, I would like to know what structure an incoming email has to be if you want some fields to be set automatically.For instance, is there a way to set automatically a help topic based on the email body ?I've lookup up a little bit but haven't found any documentation on it yet.Thanks in advance

ntozier

I'm not aware of one. It's the draw back of using emails to open tickets.You get from address, to address, subject and body and that's pretty much it.

Grizly

Just use the filters, if your message body contains #service# then specify help-topic: "Service Request" etc.You just have to agree to tell the users what to enter.. or if you are automating them, you already know!

jeffy

Well, if you don't have a lot of help topics, it's a good point to set filters, but what if you start having a lot of topics ?