Manually create new customer user when an email is received

[piniandr]

Is there any way of creating a new customer user when an email is received from an email address unknown by the system?

Let me explain a little better... When an email is received a ticket is generated and (in my case) assigned to the postmaster queue. Let's say now that an agent sees the ticket and decides that the user is someone known from a customer company. Now he needs to create the user and assign the proper CustomerID to get the Service, SLA... configured by the system. Of course he could copy the email, go in the customer menu and create the user account but...

Is there any "smart" way of using the inbound email to create a new customer users? Clicking on the email address shown in the ticket information, Customer Information Center opens up and I have the capability of editing the customer properties... but... actually this is a customer user and not a customer company...

... or am I missing something?!

Thanks!

Andrea

[piniandr]

Hi everybody,

can anybody help with this???

Please support...

Thanks.
Regards,
Andrea

[crythias]

There really isn't a good answer. In in-house or larger organizations, it's provided that the list of users is referenced from another database/ldap/active directory.

In *general*, random emailer shouldn't be creating tickets, but I'm aware that supporting companies that don't give you user lists is problematic when $randomperson@$company sends a ticket request instead of $technicalRep@$company.

Not really anything you can do about it but to manually create the users as they come in. Or talk about it to the company as chances are (?) they have a general rep who needs to control costs and knowledge of the kind of tickets that get created, and should approve of these in house.

If not that, and random people whom you don't have any contact or username source can create tickets ... might want them to go and create their own account through your web customer interface ...