Forward email from agent to [email protected]<domain> to create a ticket


#1

Hi,

Basically: Agent receives email -> agent forwards email to [email protected] > ticket created with the ‘requester’ being the original sender.

This is a pretty standard feature with some of the other help desk tools. Staff at my office are used to emailing individual agents for their support needs and it’s unlikely we will be able to get them all used to emailing a single mailbox.

Is this available? If not, can you share if it’s on the roadmap?

Thanks


#2

Hello, @James

Unfortunately, we can’t implement such functionality for there is no E-mail header containing the information about the original sender. But I can suggest you creating a flow as a workaround. Please follow these steps:

  1. Create a flow. Ad a SharePoint trigger on creating an item on a “Tickets” list of your HelpDesk site.
    image
  2. Then add a “Get all comments for a ticket” action of HelpDesk MS Flow connector. Get the newly created ticket by ID.
    image
  3. It returns an array of comments, but since the ticket is just created, there is only one comment. Parse the first element of the array as JSON. Use expression first(body('Get_all_comments_for_a_ticket')) to get only the first element of the array avoiding looping. Also, you will need this schema:
    {
    “type”: “object”,
    “properties”: {
    “body”: {
    “type”: “string”
    },
    “created”: {
    “type”: “string”
    },
    “fromEmail”: {
    “type”: “string”
    },
    “fromName”: {
    “type”: “string”
    },
    “messageId”: {},
    “id”: {
    “type”: “integer”
    },
    “customFields”: {
    “type”: “object”,
    “properties”: {
    “From/Title”: {
    “type”: “string”
    },
    “From/Email”: {
    “type”: “string”
    }
    }
    }
    }
    }


4. Then you will need to use the action that can get a regualar expression match. Another Plumsail product (Documents) has it. Here is an example of the action. It receives the body of the message and searches E-mail address between < and > characters.

5. The “Regular Expression Match” output is an array of objects that contain the data you need:

6. Initialize an array variable and append to it all found E-mails (though there is just one).


7. Then add another HelpDesk action - “Update a ticket”. Pass to it the ticket ID and E-mail using this expression: first(variables(‘originalEmail’))