Extracting email address from email (for ticket)

[MoleEnd]

We use a form on our website to capture information and this currently gets entered as a ticket (by having an Email Queue defined to process emails from info@fordfsspares.co.uk). Each time an email is received I have to go and change the email address and person's name (in Edit Ticket options). The person also never gets a ticket reply.

The email received is in the form:

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From: root@fordfsspares.co.uk [mailto:root@fordfsspares.co.uk]
Sent: 02 August 2006 19:07
To: info@fordfsspares.co.uk
Subject: Bob Parchler
Email : bob@test.co.uk \nComments : i need a price on the Ford F100responder belt, can you help?

cheers

Bob

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What I would like to do is extract their email address from the body of the email and their name from the subject line and create the ticket as if they had sent an email to the support system.

Can this be done?

Thanks

Pat.

[dnicol]

You need to change your form to make the To from the end users email rather then root. Thats the only way to get the email into the users ticket. Kayako looks in the To filed of the email header to determine what to do. so it is behaving how it is designed.