stop parsing phone numbers in the email body causing tickets to be incorrectly assigned to a different email address
When a ticket comes in via email from an employee of one of our business customers who is not yet established as a contact, your system automatically creates the ticket under the email address of the primary contact, causing us to reply to someone other than the person that submitted the ticket. This confuses the customer who is the primary contact and did not submit the ticket, causes the person who submitted the ticket to not receive a reply, and makes us look like idiots. I'm told by your support team that this is due to the employee's email signature containing the main business phone number which your system is parsing and attaching to the primary customer. Please stop automatically trying to parse email bodies and opening tickets under the wrong email address.
If someone wants that capability, they can use your inbound rules feature to do that.
If an email comes in from an email address that is not defined as a customer or a contact, it should be left as a lead so that we can decide to assign it to the primary contact or set them up as a contact.
We did this last week, you can now opt-in to the functionality in the settings but it’s off by default.
Ryan (CTO, Pinellas Computers) commented
Especially in leads