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We are currently spending a significant amount of time manually copying and pasting customer emails into D-Tools Cloud to generate service calls.
We have used other platforms that support an “email to ticket” workflow, and this would be a valuable addition to D-Tools Cloud.
Requested Functionality:
Ability to designate a service email address (for example: service@company.com)
Emails sent to this address automatically generate a new service call
Email subject populates the service call title
Email body populates the issue description
System captures the sender’s email address and matches it to an existing customer account based on the domain
If a match is found, the service call is created under that customer
If no match is found, the system flags it for review
New service calls are placed in a dispatch queue for review and assignment
Business Impact:
This would significantly reduce administrative time, improve response speed, and eliminate manual data entry errors. It would also streamline dispatching and allow our team to respond to service requests more efficiently.
