A new Ticket class - Email - supports creating Tickets from unsolicited emails. Email Tickets can only be created by the Create Ticket from Email action in Workflow, or via an API. They cannot be created using the New Ticket option in the Tickets module. The Tickets module does support viewing and managing Email Tickets.
When Email Tickets functionality is turned on, any email to the email address designated in the setup will create a new Email Ticket. Email content drives Ticket content as follows:
Email Subject = Ticket Title
Email Body = Ticket Description
Email Tickets have the same fields as a Customer Ticket, with the addition of the Email Address field which is displayed in the Ticket Info section.
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Note that a Customer name is only provided if a customer account is associated to the Ticket. This association occurs automatically if the email address matches the first email address (Email1) on the Primary Customer Contact or the Primary Billing Contact of an account, and there is only one match. If not, you can manually associate the email to a customer account as described below in Associating an Email Ticket to a Customer Account. This association is optional.
Contacts and Affected Services/Locations cannot be edited unless a customer account is associated to the Ticket. In this case, the Contacts and Affected Services/Locations sections can be updated to pull in customer contact and service location information.
Setup
Email Ticket functionality is turned on via the corresponding Tickets Setting. See Tickets Settings for Email.
How Email Tickets are Displayed/Managed
The following is a quick summary of changes in the Tickets module to display and manage Email Tickets.
Dashboard - Email Tickets are marked with an envelope icon when listed in the dashboard grids. Also, the Ticket Class filer has an option for filering by Email Ticket Class.
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Tickets OmniSearch - Email Tickets will display on a separate tab in the search results.
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Ticket Page - Email Tickets will display with an envelope icon. The original email that created the Ticket will be displayed on the Communications tab and page, with any attachments that were sent on the original email.
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Associating an Email Ticket to a Customer Account
Associations may be created by the Workflow action or be created manually.
The Workflow action that creates the Email Ticket will attempt to derive a customer account from the email address.
If the email address matches the first email address (Email1) on the Primary Customer Contact or the Primary Billing Contact of an account, and there is only one match, the customer account will be populated to the Ticket.
Email2 and Email3 are not checked.
Other contact types are not checked.
If there are multiple matches on the email address, the customer is left blank
Manual Association - If the Email Ticket is created without a customer account, you can update the Ticket and assign a customer to it. Do this by editing the Ticket Information.
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There is no validation that the email address matches a contact on the account.
Once a customer has been associated to an Email Ticket, it cannot be changed. This is similar to how Customer Tickets work.