Parsing Email to find customer details

[abroad]

Hi,
I'm looking at OTRS to see if it can help improve customer service for our e-commerce site; which holds customer orders in mysql.

Often the customer will reply to our email, for example wanting to return or exchange something.
I want to scan the email subject and body to try to spot the order number.
For example, we mail them with 'Your order number nnnnnnnn has been dispatched', which they often reply to.

Similarly our voicemail arrives as an attachment to an email with the customer's phone number in the subject ('A voicemail from 0123-45678').

So, how best to integrate scanning email contents into OTRS?
- Is this a standard feature I overlooked?
- A plug-in I can use?
- Anyone got any template code I can plagiarise/steal?
- Any hints on easiest way to do this?

If I can identify the order number of phone number, then hopefully I can link the customer's details (from their original order) into their OTRS ticket; and perhaps even link together historical tickets from the same person/email address.

Many thanks for any pointers,
Tony

[renegade]

In certain areas, otrs allows for Regular expressions to be used so I think you might be able to accomplish this with the postmaster filter and/or generic agent.