Ideas on how to capture info from emails?

[PaulHedges]

All,

We have an Email Queue setup to capture work done without having to login and manually add a phone or email ticket. When a staff person completes a quick support call (like a login fix) she sends an email to the help desk closed email queue (closed@support.address.com) and it is captured and closed.

It is not an ideal solution, but one that helps to capture all of the 3-5 minute problems that come along without spending another 3-5 minutes entering the ticket manually. We're playing around with the subject line to provide a useful way to scan the list for trends. Something like "User:Issue:Time Spent"

Not the ideal way to do this, but I've already found that staff ticket submissions are up dramatically. So it seems to be working.

Now to my question.

Does the application have a parsing method that would allow us to use the information in the subject line or email body and to capture some of the information? For example, I'd like to capture time worked into the time worked field.

Any thoughts or suggestions?

Paul

[craigbrass]

No way of doing this currently. You can either browse the marketplace for somebody to implement this for you (I suggest SoftAir) or suggest it in the Feature Requests sub-board.