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Former Member
Mar 10, 2010 at 07:20 PM

Email to service ticket transformation using ERMS

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Hi,

I have a scenario where an email that arrives in Interaction Center Inbox should automatically "transform" in a service ticket (copying categories, partners, ibase...) from email body.

I read briefly that this might be achievable through ERMS. Given the fact that I don't have experience with ERMS I'm asking:

- is this scenario achievable through ERMS?

- surely the Email body must be a standardized form (I've also read of Web forms in connection to ERMS)?

- do you advise any other tool if ERMS is not suitable?

Thank you,

Borut