We get many emails daily from various software solutions we run for our clients. Example: 3CX Alerts, SentinelOne Alerts, AFI Backup Alerts.

These emails come from a single no-reply email address, and information about which client it relates to is in the body of the email.

I feel this is a 2 part request.

1. Add the ability to parse the email body for a particular string that can be compared to a custom field entry on a contact/company.
   For example, our backup software contains a string in the body that reads "Google Workspace domain: domainname.com"
   CONDITIONS
   Ticket Field: Ticket Body, Operator: Contains, Expected Value: "string"
   ACTION
   Action Type: Match to Client, Related Field/Email Template: Condition Matches Custom Field Value
   The above result will link the ticket to the contact that has the custom field set and matches the condition.

2. Actions
   Add another option to Action Types to Auto Close a ticket if the above and another string in the email body match.

I hope this makes sense to all. I have created some screenshots to help make this a little clearer.

Saved to Shared Google Drive: https://drive.google.com/drive/folders/1yNelgZryRWtVYCWV87EJ2M7qLpDvOxlw?usp=sharing

Current setup:
A user can raise a ticket which will be handled by the supporter.
When the problem is solved then the ticket will be closed.
The customer can view all old tickets from himself (except he is the main contact) through the customer portal.

Problem:
Quite often you get tickets like "Word does not start". Then you perform your troubleshooting and guide the user to a problem which you already had 3 times before.
At some point in time you think about creating a knowledgebase article about it so the user can find it.
Knowledgebase article do have a quite high level of information as this is what customer expect and these are often generic.
Then you have to think of if the knowledgebase article is visible just for a single customer or for all of them.
Additional to that you have to make sure to hide e.g. personal data to not go into conflict with GDPR.

Improvement:
It would be nice to give the support the chance to document a ticket when closing it.
Mandatory fields to fill out are the following:
- Problem description
- Solution
It would be nice if additional fields can be added like:
- symptoms
- affected component
- keywords
- ...
These additional fields should be configurable to either be mandatory or optional when documenting a ticket.

When the supporter closes a ticket then he does have the following choice:
- no documentation
- documentation (only visible for supporter and not for customer)
- documentation (only visible for customer company)
- documentation (visible to all customer)

Within the knowledgebase there should be a note that the article is being created from a ticket.

Benefit:
- the documentation is visible with each closed ticket. If you have to read an old ticket then you just have to read the documentation and not all comments.
- the documentation (problem description + solution + additional fields) can be made visible and searchable for the same company or all customer. This can reduce the ticket load.
- just by working on normal tickets the knowledgebase will increase over time automatically so the IT admin and the customer do benefit from it
- best would be if the knowledgebase will be searched automatically when a customer tries to create a new ticket (e.g. when typing the subject)

Current setup:
It is possible to raise tickets through the customer portal.
Within these tickets you can ask some questions by input fields but at the end all of these look very similar.
Example:
Ticket 1: I am not able to start Microsoft word
Ticket 2: Can you please provide an offer for a new monitor
Ticket 3: Can you please provide an offer for updating all my computer to windows 11

Problem:
When using the example in the description above the "Ticket 1" is the default ticket which you receive.
"Ticket 2" is a normal hardware offer whereby "Ticket 3" can be a bigger project.
For most customer I am happy with a written "OK" for "Ticket 2".
"Ticket 3" depends on the customer size but might require a signature from the customer.

Improvement:
Make it possible that the customer can accept an offer and that this somehow can be used in ticket automatisation.

The workflow can be as follows
- customer creates a ticket and asks for an offer for a new monitor
- supporter creates the offer and writes a comment with the monitor details to the customer.
- The supporter does define the options for the customer like a form (Example: "Accept", "Decline").
- the customer can now click "Accept" or "Decline" and optionally write a comment himself (Example: Customer declines and writes a comment "we have decided to use a 27" instead of 24" so please create a new offer")
- it is possible to set automation rules when a button has been clicked as then you can use for example custom fields to set like "offer state" which are either set to "customer accepted" or "invoice has been sent out" or "invoice has been paid"
- when the customer submits the form then the values must be automatically posted into the ticket as a comment (maybe configurable if these are visible to the customer)
- it must be possible to have multiple forms in a ticket as the customer might decline the first offer but accepts the 2nd offer

In case of "Ticket 2" above szenario would be fully OK. In case of "Ticket 3" the form can just be the go for the support to go on to prepare the contract.

It is very important to be able to define custom answers for the enduser to click:
- it can just be a simple "Accept" or "Decline"
- it can be a selection between "Monitor 1", "Monitor 2" and "Decline"
- in can be a choice out of multiple products (checkbox) like "Monitor: yes", "Mouse: no", "Keyboard: yes"..

We offer a variety of services and not all customers have all of our services so it would be good to show/hide product families dependent on the customer.
We can then setup alot of automations depending on what product family is selected. For instance we offer, IT services, cyber security services, hosted phone & broadband services.
As an example we might setup automations if a customer selects an option within our "Hosted Phones" product family, but if a customer doesn't use us for their phones then we don't want them to see that product family.
This would open up a huge opportunity to create automations