Forwarding emails or messages into RSr from VMs or emails
We often get messages via our personal email addresses that need to be forward into RSr so we can respond from there with the clients, as a ticket or lead.
It would be nice if when we forwarded in these messages to RSr the system would be able to pull the clients info from the email headers and the Lead or ticket would be created in the client name vs. in "my" email and name.
This is something that worked well in ZenDesk if you wanted to look up this functionality there to reverse engineer it..this would be useful.
This has been out for a few months. If you have specific examples that don’t work, send a screenshot of the sent item to our tech support folks.
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Tim Nyberg commented
Hi Troy that isn't what we where looking for I think we have a mismatch here (-;.
We are not on the same page. This request was so we could forward in email form a personal email account that has nothing to do with RSr. and have RSr recognize who it the original sender was and make the ticket based on that. This is something we did in Zen Desk all the time. This has nothing to do with any emails setup for users in RSr, just customer info.
I've tried this 100 times and it never worked the way we expected it to. I think you had a different idea. I'm sorry I wasn't detailed enough. Maybe this will help.
This is the info we are looking at for example...see below.
RS would take the subject for the new subject line, The From "Mark Smith" and make that the requestor and their email and recognize what that matched in RSr so it cold make either a lead if that info wasn't found or a ticket if that client "Mark Smith" was found.
We used this all the time in Zendesk as do others. This would be nice to have working.
-------- Original Message --------
Subject: suggestion did not work. your memos are driving me crazy.
From: Mark Smith <mark@printingplace.com>
Date: Tue, July 25, 2017 4:19 pm
To: Tim Nyberg <tim@themacguysplus.com>Currently when I forward stuff in it isn't working at all, it doesn't even show up as a lead it just disappears.
Thanks
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Tim Nyberg commented
I agree with all the comments below, this isn't working as expected on our side. No one has time to add an email address to the subject line assuming they could remember what that was in the first place and no one wants to spend 20mins on site looking up stuff like this.
Please check Zendesks version of this. We used it all the time, ZD was just smart enough to see the email was forwarded from the client and pulls in all that info as Clarrisa pointed out.
Please reopen this request, nice work on what is in place but it isn't what we requested, it is something else.
Thanks
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Just adding another comment in case the status wasn't clear, this is done and works. If you forward an email in to the system "From a User email that RepairShopr recognizes" it will just work. If you have an example that isn't working you can send it to support and we can take a look. You don't need to use tags or subject modifiers any more, just forward something in like you would forward anything.
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Tim Nyberg commented
I'll try to remember to shoot something in but it doesn't seem to be working. For example when I get an email in my "personal" email from a old client that still has that I forward that into RSr....it just shows up in leads from me....it is not pulling the clients email info and making them the requestor.
Zendesk did this very well if you wanted to test that functionality there for ideas.
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Clarrisa Thompson commented
Zendesk Does this beautifully. It detects the email is from an agent in the system, in this case everytime a tech is the from address you want to detect any emails not that techs and make them the sender.
From what i've read there is no standard way to do this, you have to know what popular mail programs do and how they structure the inline message.
In ThunderBird this looks like this, the iPhone would be different. And of course outlook and all other program variants.
-------- Forwarded Message --------
Subject: Re: Order Nov 9th
Date: Wed, 9 Nov 2016 13:21:21 -0800
From: Denise <denise@example.com>
To: The Repair Factory <admin@repairfactory.ca> -
glenn commented
Actually, looks like it can already be done unless I am mistaken. Just found this:
"Forwarding Customer Emails
If you want to forward customer emails into the system, we've added a special bonus for you: just put the Customer/Contact email in the END of the email subject!For instance, if a customer sends you an email with this subject:
Request for a thingForward the email to your inbound email alias with this subject:
Request for a thing from:customer@foo.comThe message will be transformed by RepairShopr into a new lead!"
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glenn commented
Absolutely. Our busy techs in the field don't have time to reply to the email or create a ticket. But they can easily forward the email to the system, which would allow someone else to handle the lead or ticket. Otherwise the email just gets lost or there is an unacceptable delay.