Gary Barr
shared this idea
1 year ago
3
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We want our customers to be able to email us and start a ticket, it is essential to part of our clients... but the problem is, it means that we have no record (or at least easily found) about a problem that happened for this client, because it is treated as a guest account instead of linking those emails to the customers account. So once the ticket is closed, the client can not see it in their account and we can't look it up if the customer would happen to have the same problem again. Thus we can't find our notes on how it was handled last time. I have trained my staff to OPTIONS->Assign User when they notice "Guest". Unfortunately, we just don't always notice that and so past tickets that would be helpful, are lost to us unless we remember it and go find it manually. The ticket system should do this for us, not create a lot of human time looking for the golden egg.
Now, I understand 10 years ago, I could spoof an email address easily and send an email via [email protected] and get it delivered, but in this day and age, they better have the proper SPF/DMARC/DKIM records to prevent that.
PLEASE, allow an option for an email to [email protected] to match [email protected] to the account for them. You can add a simple switch for people that don't practice proper email hygiene, but allowing us to properly attach the emails to the customers account instead of having a crack for them to fall into and disappear.
Now, I understand 10 years ago, I could spoof an email address easily and send an email via [email protected] and get it delivered, but in this day and age, they better have the proper SPF/DMARC/DKIM records to prevent that.
PLEASE, allow an option for an email to [email protected] to match [email protected] to the account for them. You can add a simple switch for people that don't practice proper email hygiene, but allowing us to properly attach the emails to the customers account instead of having a crack for them to fall into and disappear.
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Thanks for your suggestion.
Provided the email address is submitted from an email address which is contained within the Contacts of the Client Account in question, then the ticket will be automatically associated with that Client Account.
If the ticket was submitted via your public contact form however, the ticket will how as coming from a Guest, as there is no way to verify the submitter has control over that email address.