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New Topics via Incoming Mail (auto post via email)

Dan Baritchi shared this idea 7 years ago
Completed

Hey guys! How are you considering implementing "new topics via incoming email"?


Specifically, will you allow the option to enter the login info for a mailbox (i.e. IMAP mail account) where these questions are received - and UseResponse will pull from there very few minutes?


This would be similar with how you currently allow for outgoing SMTP mail to go out via a proper SMTP server account - far better than trying to send out mail from your own server, that will never get delivered in this day of spam filtering lol. :-)


Thanks!

Best Answer
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We consider it as a part of HelpDesk feature in UR.

As you've stated, you'll have setting under Mailing called Incoming Mails to set up your email box(IMAP/POP connection to the box, user, pass) to get emails in system and parse them depending on specific options.

Topics will be posted with public or private visibility depending on:

  1. If you have Private Objects module installed, you'll have option to make auto-posts private;
  2. If you don't have Private module, they will be all visible.

Incoming mail will identify if this is a reply to the topic or just new email. In case it's reply to email, it will auto-post reply as a comment to the topic it was related to. If it's just new request, it will be added as a new topic.

There are some more thoughts to make it work efficiently to use both in HelpDesk and collecting Feedback, but I can't share more. It's just an idea how it will work.

Comments (10)

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We consider it as a part of HelpDesk feature in UR.

As you've stated, you'll have setting under Mailing called Incoming Mails to set up your email box(IMAP/POP connection to the box, user, pass) to get emails in system and parse them depending on specific options.

Topics will be posted with public or private visibility depending on:

  1. If you have Private Objects module installed, you'll have option to make auto-posts private;
  2. If you don't have Private module, they will be all visible.

Incoming mail will identify if this is a reply to the topic or just new email. In case it's reply to email, it will auto-post reply as a comment to the topic it was related to. If it's just new request, it will be added as a new topic.

There are some more thoughts to make it work efficiently to use both in HelpDesk and collecting Feedback, but I can't share more. It's just an idea how it will work.

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Awesome, thanks Stas!

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Can you tell me more about this HelpDesk module? I am currently using ZenDesk and looking at alternatives. The ability to receive feedback via email is important. Is this still in development or already exists?

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Any ETA for the feature implementation?


Thanks

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Sorry, but we don't give ETA on any releases. Please make decision on purchase based on existing functionality but not future possible features

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Stas Kuzma wrote:

Sorry, but we don't give ETA on any releases. Please make decision on purchase based on existing functionality but not future possible features
I have a reason to ask for this feature. I need the feature as I need to provide the support via email in addition with the community support.


Support via email is a major responsibility in customer service.


Thanks!

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I totally understand you, that's why we are working on many new things and improvements, but no ETA for that, as we have too many things in progress for the next release.

More details about new release.

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Ok its now July 2014, has there been any progress on this?

Just to be clear, if I receive an email question from a colleague that I feel will be a good topic, do you have an api for Outlook that will automatically create a question in your KB?

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We currently has that feature to post ticket via email in Help Desk module of 3.0.2 Beta release. Also, via email there is a feature to post comments into topics via email.

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Good, thanks for the prompt response.

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You are welcome! If you have license, please review our latest announcement here about 3.0.2 release.

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