We search for ticket tool which will help us to manage issues send by our corporate customers in to our mailbox.
Customers send us their tickets with their ID numeration - hundreds in a single day. Customer send us standarized Tickets that has their ticket ID in e-mail subject or body, like:
H/9digitnumbers/3alpanumerical (i.E. H/873459876/CNL)
C-H6digits.2digits (i.E. C-H763452.34)
We are looking for solution:
1 to automaticly parse those ID to external ID custom field
2 to automaticly connect several emails containing the same external ID (so we will have order ticket and complaint ticket connected somehow in our ticket system)
3 to add some tags or issue type when e-mail body/description contains specified words (like ,,complaints” - add ,,complaints” tag or when ,,order” - add ,,order” tag) - i found triger that automaticly finds a word in ticket subject but can”t find a triger that search for a word in body/description (in many ticket tools it Is possible , i.E. freshdesk).
Best answer by Akshara209
Thank you for explaining your use case. Please find the answers to your questions below
- For the first case --> When an email with the Order ID say - ZA2012106050987 or H/873459876/CNL is being sent to your mail address which is configured Freshdesk can identify if there is an existing Ticket with the same Order ID with the help of a custom app and trigger a Webhook to create a Tracker Ticket and in the future if there is another email sent (say about a complaint) with the same order ID then this complaint will be linked to the Tracker ticket. Please note this can be done with the help of a custom app.
- For this if I understood it correctly, you would like to have both the order related email and complaint email merged in the same ticket?
- This can be done via Ticket creation automation which will detect the keywords mentioned in the Subject/Description of the email and trigger the corresponding action of Creating a Tag.
We would really like to get on a call to understand further about your use case and assist accordingly :)