Tickets Priority -> Email Priority mapping to Ticket Priority

[daveq]

Is there a way to take the importance/priority of email (from Outlook) and have an email parser rule to assign a priority based on this?

i.e. If a client marks the email as high priority in outlook and sends to support it automatically assigns priority as high.

Thanks in advance.

[craigbrass]

I don't think this is currently possible. Feel free to submit a feature request in the feature requests board though.

It does look like priority is a Microsoft-specific feature though.

[John Haugeland]

No. (Also, priority is not a microsoft specific feature.)

In my private helpdesk, I created a bunch of mail rules that'd find #low, #high or whatever in the subject line and use it to set the priority in the helpdesk. That may provide you some temporary relief with trained staff, but it won't do much good for customers since customers aren't likely to find out about your rule.

At this time I have filed this as a feature request. That's not a guarantee that it'll go in, but I'm a dev and I like the feature, so you've got a pretty good chance. It's in the list as item 630; you may track it here, if you like:
Kayako Bug Tracker - Viewing Issue #630 - Feature Request: scan email's priority field and apply it to ticket priority field

Thank you for the idea, Mr. Q.