Email Queue Question

[techs]

I was hoping to have one email address like support@mydomain.com and require the customer to put a keyword in the subject like [firewall] or some other name and then have the ticket opened under a specific department based on the keyword they used instead of a different email address per department and need to know if this can be done and if so how? if the subject doesn't match then have it open under an Other defined department.

[Siora]

Originally Posted by techs

I was hoping to have one email address like support@mydomain.com and require the customer to put a keyword in the subject like [firewall] or some other name and then have the ticket opened under a specific department based on the keyword they used instead of a different email address per department and need to know if this can be done and if so how? if the subject doesn't match then have it open under an Other defined department.

What you can do is create an email queue per department (support@mydomain.com = support department, sales@mydomain.com = sales department, etc.). Then if a user sends an email to that email address it automatically gets put in the department and creates a ticket (as long as you enable parsing and setup your server with crons). You can also setup a rule to move emails between departments as well.

[wepouar]

Hi Siora,

I would like to know how how i can make my system creating automatically a Ticket when it receives registrated user email.
I'm working on Windows Server, so i'm using POP for email queue

Thanks

[wepouar]

Hi Siora,

I would like to know how how i can make my system creating automatically a Ticket when it receives registrated user email.
I'm working on Windows Server, so i'm using POP3 for email queue

Thanks

[Siora]

Originally Posted by wepouar

Hi Siora,

I would like to know how how i can make my system creating automatically a Ticket when it receives registrated user email.
I'm working on Windows Server, so i'm using POP3 for email queue

Thanks

You have to log into the adminCP and go into the Mail Parser settings. Create an email queue with all the pop info for your current POP3 account. then on your server you have to set windows to execute http://mydomain.com/cron/index.php?_t=parser. Set it to execute every 5 minutes. Now everytime someone sends an email to the queue you set up, it will create a new ticket. Let me know how it goes.

[wepouar]

Originally Posted by Siora

You have to log into the adminCP and go into the Mail Parser settings. Create an email queue with all the pop info for your current POP3 account. then on your server you have to set windows to execute http://mydomain.com/cron/index.php?_t=parser. Set it to execute every 5 minutes. Now everytime someone sends an email to the queue you set up, it will create a new ticket. Let me know how it goes.

Thanks,

I have already done this, but when i send an email to the queue, there is no Ticket created. Since now, the only way to create Ticket it is to specifically go to StaffCP or SupportCenter and submit a new ticket.

[Siora]

Originally Posted by wepouar

Thanks,

I have already done this, but when i send an email to the queue, there is no Ticket created. Since now, the only way to create Ticket it is to specifically go to StaffCP or SupportCenter and submit a new ticket.

This was happening to me as well and it was because I was not running that URL. That URL is what actually picks up the email and "parses" it into the ticketing system. Take a look at some of my other threads on this topic. They will help. Try running that url manually and you will see the tickets getting created.