Mail Parser Name should be taken from user account, not from "from address"

[Solvent LLC]

I find it annoying that I go through the trouble to keep my user list nice and "clean" -- all users registered in my system have proper First and Last names, contact info etc.

Then a user goes an replies to a ticket using their email program and I get tickets like:

Jennifer Brown: Hello, here is my ticket.
John Q. Support (me): Hi Jennifer, how can I help you?
jen@acmeco.com: I need your help.
John Q. Support: Ok, thanks for contacting me, how can I help?
jenbrown/ADV/ACMECO: Oh I'm at work now, I'll call you later.

that's just an example--- what I mean is that depending on whether she submits her ticket via the eSupport Site, or via email, the "From" name on the ticket posts show all different things. This makes searching difficult and generally makes the tickets look messy and sometimes hard to follow who's who.

If a reply comes in via email, and is going through the mail parser anyway, why doesn't the mail parser just look up that user's "from" email address, match it to an existing user in the database (I am sure this is being done ANYWAY, to block unregistered users from posting) and then take the "First and Last name that is in the Kayako database and use that for adding the psot. Doesn't this make MUCH MORE SENSE??

I cannot see ANY advantage to doing it the way it is being done now.

[craigbrass]

More a bug really. I suggest you submit a but at http://bugs.kayako.com

[Jamie Edwards]

No, not a bug - a feature request as the From-name parser working like this is by design.

[craigbrass]

Hmm, fair enough. Maybe have an option for it then.

[logicway]

Originally Posted by Solvent LLC

If a reply comes in via email, and is going through the mail parser anyway, why doesn't the mail parser just look up that user's "from" email address, match it to an existing user in the database (I am sure this is being done ANYWAY, to block unregistered users from posting) and then take the "First and Last name that is in the Kayako database and use that for adding the psot. Doesn't this make MUCH MORE SENSE??

I have made a hack just for this purpose only, and it is working perfectly. I need to search for it, and will post it here.

[logicway]

Originally Posted by logicway

I have made a hack just for this purpose only, and it is working perfectly. I need to search for it, and will post it here.

Found it, and it was already posted on the forums. You can find it here.

[craigbrass]

Ah, that is good that with such a simple fix it can be sorted. Thanks for sharing that.

[Solvent LLC]

yes that is superb!!
I am wondering why Jamie says this is "by design"-- I am still trying to imagine a scenario in which this ever-changing "From" name is desirable. I can't think of one.

[craigbrass]

Well if Kayako want it to work like that, an option should certainly exist in V4 in my opinion.

[Jamie Edwards]

Mail parser -> Name should be taken from user account, not from "from address" if the user account exists. If not, the name from the e-mail should be used to create the account in the first place.