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Forward an email to open a ticket



57 Votes
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Many of the large ticketing systems (Zendesk, SupportPal, FreshDesk, etc.) allow the ability for an administrator/ticket operator to forward an email they receive in their personal mailbox to the ticketing system, and it will open the ticket "On Behalf" of the user who emailed them. I would like to see this ability in WHMCS for both existing and new customers who may email a staff member directly, instead of using the ticketing system.

This should take the forwarded email and open a new ticket, stripping out the "FWD" information and extracting the "from" email address, just as the other guys do.

24 Comments

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Edward Novak commented 9th March 22
I get a ton of requests sent directly to me, really need this feature, otherwise I have to open a ticket manually
Josh Barrett commented 16th July 21
Struggling with this for years! Its so hard to get a user to open a ticket. They think emailing one of directly is faster when in fact a ticket is much faster.
Darryl Oliver commented 29th June 21
How does this only have 13 votes? To me this is a critical addon!
darren commented 19th July 18
yup I've tried this a few times in the past just expecting it to work. We need this.
Mike Q commented 7th May 18
Good feature to implement!
traxwriter commented 4th May 18
This is a must.
Troy commented 2 weeks ago
How is this any different than Support Ticket Departments/Mail Import? This already works? We set up an special inbox for emails to be turned into tickets. I simply use an email client program (yes Thunderbird, Outlook, etc.) to drag/drop my email in there. WHMCS then picks up the email from the inbox via POP protocol, turns it into a ticket, and deletes the email.