It would be great to be able to auto-classify a ticket based on the content of an email sent to the help desk.
cricket83 I fully agree with this request. It does no good if you receive all email request into the default request type. It would be nice if request type was in the subject line or body of email then WHD would reconize it an assign it to the proper tech.
You could always create action rules to do this. It's a pain, but is possible.
It would be nice to be able to add a couple "tag words" in the subject to direct the ticket to where you wanted it from the e-mail application.
Many organizations use their own HTML forms to capture information that they would like to email WHD in order to create a ticket - without the need for an Agent to have to categorize the ticket into the proper request types. API is a lot of work. It would be better for WHD to be able to parse the email using regex to achieve this. This gives the greatest flexibility and power.
But, while I am writing this, I will look at Acton Rules as noted by laingc@ontarioshores.ca. The SolarWinds tech agent did not provide this as an option when he/she replied back to my ticket. But, I think their Action Rules could be extended as I have described above.
I agree with, Action Rules work really well for this. It takes a little time to setup, but if the logic is sound, Action Rules can do all kinds of cool things based on specific text in the client email. You can set Request Type, auto-assign to a technician, change the status, or you can modify the ticket with any of your custom fields.
Thanks Rob for the confirmation about Action Rules. Yes, I do recognize the power after I tried some examples and was successful. It opens up all sorts of possibilities to create external HTML forms where we can send emails from the forms and have them processed by the Action Rules to reclassify the Request Types.
