The Email Ticket Handler process works in conjunction with the client's existing, custom service ticket platform. The client expressed that the current process was too complicated and wanted a solution to allow their customers to quickly submit requests to the system.
The application runs as a task in the client's existing environment. When their customer needs to place a new request, they can send an email to a specific email address with the details. When the message is recieved, the system parses the email, generating a ticket with as much information as the customer provides. The client's service department can then follow up immediately.
The system can function in a different fashion depending on the customer that sends the initial request. It can trigger a notification to provide after hours service or add information to an existing ticket in the scope of the same email thread. The system is fully configurable on a global or per customer basis.
The application is entirely separate, yet functions seamlessly with the client's existing processes to provide an expanded range of service to the client's customers.