read this: interesting question

[steelcase]

I have the stamps.com software that we use for shipping. The stamps software has the ability to send an email of confirmation when a package is shippped. What I would like to do with this email is have it directed to the help desk so that the support people can quickly and easily see when a package was shipped in case a customer calls to ask. The problem is that the email would be sent from a system address thus it would not be sent from the customer's address. If the email was sent from the customer's address then it would be converted to a ticket and a support person could look up that persons email and see all of the tickets for that customer which would include their shipment information.

Is there a way that I could get the email that will be converted to a ticket to act like it was sent from the customer's email and thus be visible in the history tab when viewing a ticket from that customer?


Thanks,
Steelcase

[Andrew Scott]

Hi Steelcase.

It is possible, but you have to recode email parser, you need to add new code that will read some part of email, and then convert this email into a ticket. For example you can put email of customer to subject or to body, than Kayako will parse this email and create new ticket for your staff.
Hope it helps.

Andrew, Holbi

[steelcase]

Thanks for the reply.

So how do I get this "recode email parser" accomplished? Is this something that you guys would do for a fee or something?

Thanks,
Steelcase