Paweł Zdrodowski

Hi.

We search for ticket tool which will help us to manage issues send by our corporate customers in to our mailbox.
Customers send us their tickets with their ID numeration - hundreds in a single day. Customer send us standarized Tickets that has their ticket ID in e-mail subject or body, like:

ZAYearMontDayNextnumber (ZA2012106050987)

H/9digitnumbers/3alpanumerical (i.E. H/873459876/CNL)

C-H6digits.2digits (i.E. C-H763452.34)

We are looking for solution:

1 to automaticly parse those ID to external ID custom field

2 to automaticly connect several emails containing the same external ID (so we will have order ticket and complaint ticket connected somehow in our ticket system)

3 to add some tags or issue type when e-mail body/description contains specified words (like ,,complaints” - add ,,complaints” tag or when ,,order” - add ,,order” tag) - i found triger that automaticly finds a word in ticket subject but can”t find a triger that search for a word in body/description (in many ticket tools it Is possible , i.E. freshdesk).