Team Helpdesk for Outlook - Generate support cases from Incoming emails on the fly
Team Helpdesk can be configured to intercept incoming emails from any number of shared mailboxes and mail-enabled public folders and automatically generate support cases out of the emails. Processed emails then can be moved to another folder or can be moved altogether to the Team Helpdesk email history folder. Contact information is automatically populated and the summary and description fields are filled in. If a default problem category or type, technician and service level (SLA) are associated with this monitored folder or mailbox, Team Helpdesk would automatically assigned the values for these fields to the newly generated case.