Over several years of using the Help Desk, we've noticed it's a little limited in its ability to accurately decipher a user's First Name and Last Name from an inbound email message that triggers a new client to be generated in the process of creating a new ticket via email. In short, it seems to "do the best it can" by looking for the last space in the string, and calling everything after the space the LAST_NAME, and everything before the space the FIRST_NAME. This works fine if the name arrives in the form of "Firstname Lastname" but if the format is "Lastname, Firstname" the logic doesn't work. I realize that the structure of the string that accompanies an email address is highly unpredictable, but I was wondering if the algorithm could be built out a bit more to take into account the relatively common "Lastname, Firstname" string, so that I stop getting clients for example, with a first name of "Smith, " and a last name of "John"
