Related to this, if WS Desk can extract the the original email address that was used, can it set the from” and / or the “reply to” field of outgoing emails to the original email address.
This is because some people may get confused if they see a different From or Reply To email address than they originally sent the message to…
Thanks,
Norm
Hi Norman,
We have two options to implement this.
Option 1:
When you are forwarding the emails to the ticketing system mail address, make sure that you set the reply to address as the mail id from which you received the request from. You have to do this while you are setting up the forwarding mail.
Option 2:
You can create a support form which is having dropdowns so that the ticket requesters can select the category they need and submit a ticket. Also, these tickets can be filtered using the category that the customers choose while submitting the ticket.
Thanks. I think you have answered my second post.
But not the first one.
The question about if WSDesk can assign an email to a queue based on the target email address, even if forwarded.
Thanks,
Norman
Hi Norman,
In this case, you can set your target email as your end customer’s email which is set to ‘Reply-To’. If you can keep a specific string in the subject line, the tickets can be assigned to specific views based on that.
By queuing of emails, do you want to sort the tickets based on origin email id? The above solution will work out in this case.Please correct me if I did not understood your business case correctly.
The queue I want to send the ticket request to is based solely on the email address the person sends it to.
So, if they send to support@… then it should wind up in the support queue.
If they send to registration@… then it should wind up in the registration queue.
Because of the need to send mails to one mail box for WS desk to pick up, then the above email addresses need to be forwarded to the WSdesk receiving email.
If you look at the headers of such an email, the sent to address reflects the address the person was sending to, even though it winds up in another mailbox.
In this case, you can set your target email as your end customer’s email which is set to ‘Reply-To’.
I don’t really understand what you are saying in the quote above.
How does that relate to the question about if WSDesk can detect what address an email was originally sent to?
If you can keep a specific string in the subject line, the tickets can be assigned to specific views based on that.
Do you mean that in order for the ticket assignment to work, the user has to put a specific word in the subject line?
I think my core question is if in the trigger filters, there is an option to search on the Sent To address in the email headers. If not, then can that be added?
Thanks,
Norman
Hi Norman,
After a detailed analysis of your query, we understood your use case as follows.
You will have 3 different email address a@test.com, b@test.com, and c@test.com and the emails from these 3 will be forwarded to support@test.com which is configured as IMAP for WSDesk.com.
The email received at support@test.com will have From e-mail as customer’s email and “Send To” will be set as a@test.com (or b or c ).
Now you are looking for a filter using (Sent To by WSDesk and sort it while replying back.
At present we do not have a filter based on Send To address (Filter can be set using ‘From’).
This is an interesting feature. We can assure you implementing this feature in our premium version if you could opt for a purchase.
Kindly let us know if there is any gap in our understanding.
Yes i think that describes it.
Although the core functionality is to send the ticket to a queue based on a@test.com, b@test.com etc.
Im perfectly happy to pay because this plugin does a lot of very useful things.
Given payment, do you have an estimate of when that feature might be added?
Thanks
Hi Norman,
We have discussed the customization with the developer team and got a confirmation that we can implement this feature in a couple of weeks time after purchase.
Hope this helps.
Hi Norman,
We have implemented your feature request and have released the latest version of WSDesk 3.3.3. Please update to the latest version of the plugin and let us know the feedback.
