I am attempting to find out if what I want to do is possible, any help would be appreciated.
My company has a support (helpdesk) email address that our customers will email to have a new case automatically created for them. I have even modified the automatic case creation rule so that no case is created if the sender's email ends with our domain name (as we don't want/need cases created for internal senders).
The question I have is often times our customers will email one of our employees directly and no case is created. I am looking to see if there was a way to be able to forward that email, maybe as an attachment, to a mailbox that will create a case off of the original sender's email.
Not sure if I explained that clearly, but I imagine there is some way I could accomplish this.
Thanks in advance for any recommendations.
Ryan