Author Topic: Email Parsing for Inbound Tasks (like support ticketing)  (Read 2748 times)

Jim Rising

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Email Parsing for Inbound Tasks (like support ticketing)
« on: March 16, 2009, 07:01:48 pm »
Most of our clients send emails with instructions for bug fixes or feature requests rather than entering them into openGoo themselves. It would be handy if openGoo could parse those emails and create tasks out of them, replying to the user with the task ID.

there are some other issues that present themselves here so far as workflow as well... approving tasks, assigning tasks, etc... perhaps a default assignee?

jairo.serrano@gmail.com

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Re: Email Parsing for Inbound Tasks (like support ticketing)
« Reply #1 on: March 17, 2009, 11:17:48 pm »
Excelent Idea...

how i can help?

Jim Rising

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Re: Email Parsing for Inbound Tasks (like support ticketing)
« Reply #2 on: March 18, 2009, 03:30:41 am »
one of the things that would need to be thought through was how to filter the inbound emails into appropriate workspaces when they first came in.

so like... an email is sent to support@domain.com ... and we have an email parser that runs on a cron and evaluates the sender, subject, and body. perhaps the task is just created into a default 'support' workspace and assigned to a default employee? from there it could be sorted into an appropriate category manually.

the other option would be just to parse the sender and if the sender email is associated with an existing company, the task would be created under the company's default workspace. (i don't think there really is any way to create one of those at the moment)

another thing to consider is assignments for inbound tasks coming from email... who actually gets notified? who gets assigned to the task? what billing category does it fall under? lots to think about. :)