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Feature Request || create Ticket from Email #64

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oneWaveAdrian opened this Issue Sep 1, 2017 · 13 comments

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@oneWaveAdrian
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oneWaveAdrian commented Sep 1, 2017

It would be great if a ticket would automatically be created once a customer writes an email to our support email address.

@ivandiazwm

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ivandiazwm commented Sep 1, 2017

Yes, this feature is planned for a future release.

@ivandiazwm ivandiazwm added this to To review in Features Sep 1, 2017

@oneWaveAdrian

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oneWaveAdrian commented Sep 4, 2017

@ivandiazwm what can I contribute to make this happen faster?

@ivandiazwm

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ivandiazwm commented Sep 4, 2017

We will probably use an IMAP library for doing this, like https://github.com/ddeboer/imap
The integration is complex, but it is our priority for v4.2 (next release).

If you need the feature as soon as possible, you can temporarily do is the following:

  1. Disable the user system in your instance of OpenSupports,
  2. Create an script that retrieves the inbox of your email using IMAP/POP (you can do this using any scripting language).
  3. For every new mail, take the content and make a request to /ticket/create (use the sender's email and the title for the email and title of the ticket respectively).
    That should create a ticket every time you receive an email and the sender will be informed via email.

You can see /ticket/create documentation here:
https://www.opensupports.com/apidoc/#api-Ticket-Create_ticket

Hope it helps!

@EHLOVader

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EHLOVader commented Nov 1, 2017

Would something like mailgun work well for this without requiring the imap step?

https://www.mailgun.com/inbound-routing

@alierdogan70

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alierdogan70 commented Aug 18, 2018

I am looking forward to see this feature on this great product. In truth I am a bit surprised when I learned It does not have this feature although it has many.

@instanttim

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instanttim commented Sep 24, 2018

Confusing since on opensupports.com it says you can open tickets via email. Is that aspirational?
image

@ivandiazwm

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ivandiazwm commented Sep 25, 2018

@instanttim That text was intended to describe that you can create tickets by just using your email address on a form. But I agree it's confusing, I'll change it.

@ivandiazwm ivandiazwm moved this from To review to Ready for dev in Features Oct 9, 2018

@johnshumon

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johnshumon commented Oct 9, 2018

Hi @ivandiazwm is this feature already part of this release opensupports_v4.3.0_update.zip or is it coming in later release?

@ivandiazwm ivandiazwm moved this from Ready for dev to To review in Features Oct 15, 2018

@versavius

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versavius commented Oct 22, 2018

Just one thing to consider, you can also use pop instead of imap as that may use fewer resources but i would like one option and that would be to have the option to keep or delete emails from the mailbox.

This is for people want to keep an email trail in the mailbox or prefer the emails to be deleted once turned into a ticket.

@ConanMan

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ConanMan commented Nov 1, 2018

hi ..for this system to "work" surely it's not just create ticket by email... ticket "updates" via customer reply-to emails need to be folded into the ticket automatically..

@matthewbacon

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matthewbacon commented Nov 28, 2018

Looking forward to this addition in v4.4 (hopefully in the next few weeks according to the Blog?)

@versavius

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versavius commented Nov 30, 2018

Interesting, I think new tickets and updates from email are key

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