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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Incoming Email structure

Hi, I would like to know what structure an incoming email has to be if you want some fields to be set automatically.
For instance, is there a way to set automatically a help topic based on the email body ?

I've lookup up a little bit but haven't found any documentation on it yet.

Thanks in advance


  • I'm not aware of one.  It's the draw back of using emails to open tickets.

    You get from address, to address, subject and body and that's pretty much it.
  • Just use the filters, if your message body contains #service# then specify help-topic: "Service Request" etc.

    You just have to agree to tell the users what to enter.. or if you are automating them, you already know!
  • Well, if you don't have a lot of help topics, it's a good point to set filters, but what if you start having a lot of topics ?
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