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(RE)Asignement of incoming/sorted emails to an open case


I have run into a problem when using the FB trial..

I am investigating the feasibility of using FB to track support issues. I love it for its email integration that, frankly, I haven't been able to find anywhere else.

But that has bitten me: When answering one email, one of my collegues forgot to CC: the "trial" email address, so the mail was not going into the FB DB.

I forwarded the email to the address, and I put the wrong Case # in the subject of the mail. So the mail got attached to the wrong case.

What I miss is the possibility of saying "this email belongs to this case". It'd be handy to avoid this and other examples of "thick-fingers" changing subject lines.

Also, it'd be lovely to be able to "attach" an incoming email to an already open case. I'm not talking about marking the (recently created) case as a duplicate of the other bug, but a way of saying: this email should be appended to this other case, an the auto-created case be closed.

I know that if you manage the subject lines properly, this should not be a problem, but that's not always the case. In this way we could deal with edited and changed subject lines w/o having several instances of the same email on the db (depending on the size of the email this can be a PITA).

Thanks a lot.
Javier Jarava Send private email
Friday, January 13, 2006
I have the very same need but I usually get it when a customer decides to open a new issue by replying to an old case email. Either they think of something else and just reply in the same thread or when they have a new issue they dig up an old email to get my email address. The incoming email is attached to the old case (sometimes reopening a closed case). I need to remove the email from the old case and assign it to a new case.
Steve Troxell Send private email
Friday, January 13, 2006
Well, If I were to be able to ask for "anything", I'd like to be have the choice of "movin" an email to a new case (possibly, leaving a "link" on the old one, but not the full email body that sometimes might be a bit lengthy) or, to cover the case you mention, to be able to "share" an email between two cases.

Sadly, customers are not the orderly beasts we'd like to be, so if you have more than one issue opened with a customer you get a lot of "by the way"s in their email. Usualy they mix all their cases on the same mail, and they also will bring up any new grievances they feel...

As a matter of fact, the *rare* case is the client that is capable of keeping the "one case, one mail" rule :P
Javier Jarava Send private email
Sunday, January 15, 2006
Moving would work fine for me. I think sharing is just an opportunity for confusion (duplicate cases).
Steve Troxell
Sunday, January 15, 2006

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