Suggestion for New Email Integration Feature in Atera

Dear Atera Team,

I hope this message finds you well. I would like to suggest a new feature for your RMM and ticketing SaaS solution, Atera, to improve the handling of client emails.

As it stands, we often receive emails from our clients that need to be forwarded to Atera. It would be beneficial if we could transfer emails directly from our personal inboxes to Atera without having them open a ticket under our name. Instead, these forwarded emails should either contribute to existing tickets or create new ones on behalf of the client.

To implement this feature, I propose using specific keywords in the email subject line:

When forwarding an email with the subject containing a ticket number in the format "#123", Atera should append the email content to the existing ticket with that number.
When forwarding an email with the subject containing a client's email address in the format "#email@domain.com", Atera should create a new ticket on behalf of the specified email address.

This feature would streamline our ticketing process and enhance the overall user experience. I believe that other Atera users would also find it beneficial. I look forward to hearing your thoughts on this suggestion.

Thank you for your time and consideration.

Best regards,