pre sales question

[com1usa]

I use Outlook for almost everything.. I receive emails from 10-15 email accts in Outllok... can I turn an email sent to my Outlook into a support ticket right from Outlook?
If so, tell me exactly how that would work, the steps involved etc.

[craigbrass]

It would simply be a case of setting up a mail parser and then setting up ticket alerts for new tickets and also for ticket replies. Both these things are described in the manual -> Redirecting

[com1usa]

what does ticket alerts have to do with OUTLOOK? An email form an alternate email address comes into Outlook, I wish to make this email a ticket ..... how do i get it to Alerts?

[craigbrass]

The only way to acheive this would be to pipe or pull in all emails into tickets using Kayako and then have alerts sent to an email address and then you could reply to these like emails.

There is no current way to "forward" emails into Kayako and create a ticket from them.

[Jamie Edwards]

Hi com1usa,

Welcome to the forums, and thank you for your interest in Kayako software. Unfortunately there is no 'clean' way in which you can convert an e-mail sitting in your Inbox into a ticket in SupportSuite.

The only way you could achieve this is to forward that e-mail to an address which pipes to SupportSuite. A copy of the e-mail would then be available in your SupportSuite, with the caveat that it would appear to have been created by yourself (when in fact, the e-mail you are forwarding to SupportSuite is from someone else).

Another way, which would copy all e-mails sent to your Outlook to SupportSuite would be to create an automatic forwarded for your e-mail account that you use with Outlook, that would forward e-mail to a SupportSuite address as well. The caveat here is that every e-mail would be copied to SupportSuite.

[PeteV]

You could also use Outlook's Rules to set-up a filter that forwards certain e-mails (for example, those with a certain flag in your Inbox) to an e-mail address that goes to eSupport. For example, if you flag e-mail in your Inbox with a red flag, then Outlook will forward it to eSupport.

Alternatively, you could set-up a Rule that forwards emails that you place in a certain mail folder (for example, "to eSupport") to eSupport, and also moved that message to another folder (for example "sent to eSupport"). I believe that it is possible to forward e-mail automatically from within Outlook, without changing the "To" and "From" fields.

I know that this should be possible in general, but because our MS Exchange server prohibits such automatic "forwards", we never could set it up this way. But I recall that this used to work (pretty much) this way.

Finally, you could set-up a IMAP (in contrast to POP) mail account, and link it to Outlook. Simply copy your email to that account, and eSupport can read from it directly. But I believe that this modifies the "To" and "From" fields, but not always. We could never really figure this out, but we also did not try very hard at all.