Improvements to the way in which new tickets are generated from emails sent to tickets@ibe.net including:

• Option to automatically find the customer from the original ticket sender (the end customer contact). Removal of check that ticket project must be assigned to the same customer as the ticket; it now only checks that both customers are in the same hierarchy
• Option to automatically create a contact record for the ticket’s original sender
• Correction to handling for auto-forwarded tickets where the sender is not the client’s forwarding email inbox but the original sender or final customer requesting support
• Ability to automatically determine which project to assign to new tickets based on what projects exist, optionally for a predefined project type such as “support”, for the ticket’s customer
• Improvements in how ticket defaults are assigned (field mappings)
• Configuration option to control how email errors and rejections are handled including sending all error messages to a nominated email rather than to the original requester or external system
• Creation of tickets without checks so that if something is wrong the ticket is still generated rather than rejecting and returning the email forcing the client to look at both tickets and email rejections to get a complete picture of everything that has come in.

We have also developed an email set-up screen so that clients can set up their own email handling scenarios, as well as the option for clients to use their own mail servers to send out replies. We still recommend that you contact iBE to set up email responders!