Creating tickets by email

Fred Oliveira on November 26, 2009, Comments (10)

thunderbird We posted about it late last night, and it just went live - you can now create tickets by email! All you have to do to make this work is go to the ticket creation page and on the sidebar you’ll have an email address you can use to email tickets into that particular project. The ticket title will be the email subject, and the email body will be the ticket description. But this feature has a few tricks up its sleeve. Here’s an example:

Example 1: Creating a ticket by email:

Subject: Top menu links need different colors
Body: People have been complaining that the colors on the top bar aren’t clear enough. Maybe a change will do?

This creates a ticket with the title given by the subject, and body given by the email body. Now while this is useful, it would be great to be able to assign the ticket to a person and set a priority from email two. Which is what we’ll do with example 2.

Example 2: Creating, prioritizing and assigning:

Subject: [low] Top menu links need different colors @fred
Body: People have been complaining that the colors on the top bar aren’t clear enough. Maybe a change will do?

Notice the difference? Between square brackets on the email subject, we can include a priority (accepted priorities are: lowest, low, normal, high, highest) and by using the “@fred” (fred being my user alias on Goplan) the ticket is assigned automatically.

One more thing

One final trick: Anyone who knows your private “Create ticket by email” address will be able to create tickets on your project - don’t worry, these email addresses are really hard to guess. This means you can give this email address to your clients so they can create tickets without being logged in to Goplan (or even without an account). You may also use this email address to integrate ticket creation functionality with other systems in your company. If you have any creative uses we haven’t thought of, do let us know!

Finally, we know many of you were waiting for this feature, so we’re especially glad about finally getting it out there - we hope you like it too. As always, do let us know if you have any feedback or thoughts - we’re here to help.

Comments:

small feature request;

“priority-on-dashboard-to-do-list”

http://www.picamatic.com/show/2009/11/27/01/57/6098418_509x291.png

thank’s;
p.s. sorry my english;

Comment by Bakyt — November 27, 2009 @ 10:58 am

Any chance we could customize these?

I tried creating an email forwarder on my server (ex. [email protected] forwards to [email protected]. [not real address]), but it never went through. Only works with the long address sent directly.

I’d like to have something clients can remember if possible.

Comment by Dustin — December 10, 2009 @ 7:32 pm

Thanks for the awesome feature.

Another useful feature that I haven’t been able to find anywhere is a “client view” of all client projects. As I see it this would allow clients to log in and see a limited view of all the projects they’re associated with. As well as create tickets and see basic progress.

For example: The a web company could choose to allow “client users” to see tickets and tasks of any project but not hours. Maybe even be able to put in his or her input on priority, for company reference.

Just some ideas to throw out there. It’s so desperately needed in my situation that I may try building something similar with your API. Cheers

Comment by roark — January 11, 2010 @ 5:08 pm

I had not fully reconized the “collaborators” feature that existed. It satisfies most of what I mentioned above in that it allows a special class of access that doesn’t see all the hours of other employees.

It would be a nice extra if we could further define what a “Collaborator” can do. Or create roles of permissions that we can assign to different collaborators. Although this is getting picky, :)

Thanks

Comment by roark — January 11, 2010 @ 5:58 pm

[...] by email update: Those of you using email to send in tickets to your projects can now create your own short email addresses to email tickets to. So if you were [...]

Pingback by Goplan Blog » Updated functionality! — January 14, 2010 @ 2:07 am

Cool feature - any chance you can implement adding any attachments that come in with the mail as document attachments in the ticket.