Recently we've had a few requests from people asking whether the Email Manager can log all jobs for a specified client, rather than the current behaviour where the Email Manager will try to match up the email address with an existing client in HelpMaster Pro, or create a new client if none are found.

The purpose behind this configuration is where your helpdesk is a helpdesk for a helpdesk.  Confused?  Le me try to explain.

If you provide helpdesk services for a company, and they already have some sort of internal helpdesk, often they will escalate jobs to you.  (perhaps you're the vendor of equipment, services or product).  The original job is usually logged in their system by their end client, but by the time you get it, you are only interested in the contact point for that helpdesk - not the ultimate end user whom you will never communicate with.  This is where creating a new client every time via the Email Manager may get a little out-of-hand - you don't want to create a whole collection of clients that are really staff members working at another helpdesk.  All you want to do is log them under a single, clientID that maps to the helpdesk you provide services to.

In order to achieve this,basically what you want to do is log all jobs coming from a particular email adresss (ie. the helpdesk) under a special client that you've configured in HelpMaster Pro.

Currently, the HelpMaster Pro Email Manager doesn't support this functionality, however it's something that we're looking into for a future release.  It would be good to get a feel for how this feature / improvement could be implemented.  If this above scenario sounds vaugely familiar, please share any thoughts you have on the subject so that we can make the best Email Manager we can.

I look forward to any ideas the helpdesk community may have on this one.

Best regards,

Rod