Global Mailbox

This would simplify configuration, however I'm not clear if we'd always know which email belonged to which client. For example, many clients send email from @yahoo and @gmail, etc. Do you have any ideas on how to solve this?

I'd love to see this. I really don't want to have to keep track of a different support email address for every client. Anything more complicated than support@mydomain.com and the clients won't remember where they're meant to send their support requests so they'll just send an email to me, then I need to remember which support email belongs to each client so that I can forward the email correctly.

I wouldn't need the system to automatically know which client a request has come from, the support operator can assign the ticket to the correct client manually (would at least need to see the from address of the email). From that point the subject matching should ensure that the correspondence that follows is linked to the same ticket and therefore the correct client.

Great feature. I would like to see a "support@mydomain.com" global inbox as well.

Suggest next algorithm:

We have 1 common mailbox (support@mydomain.com)
We can have also special mailboxes (client123@mydomain.com) optional

If we got email to common mailbox we check sender address.
If it email of one of our users we check which client correspond this user.
Then create ticket for this client.
If clients 2 or more we can make ticket for first one.

For this case we can ask this user send email to special mailboxes (already implemented)

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So we can define client based on sender and destination email addresses.
And got simplicity and flexibility.
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Also if users put client name to email subject we can analyze it.
So we can use 1 support mailbox for any system configuration.
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Why you call it clients? More clear call it projects I think. Clients is users, is not it?

Do I understand this correctly? Does the request in this issue mean that, if I used the support module and had multiple clients, I need to have a separate support address/mailbox for each client and not just support@mydomain.com?

As I understand from admin pages - it is.

/admin/support/clients/1/edit says:
"Check this box if you would like to fully integrate this client with an email server. This will allow users to create and update tickets by email, but it requires a more complex configuration as you need to create a unique mailbox for each integrated client."

Now I make mailbox support@mydomain.com

Then setup filters to forward mails to other mailboxes.
from client1 -> client1@mydomain.com
from client2 -> client2@mydomain.com
from clientN -> clientN@mydomain.com

Then setup integration for client1, client2, clientN...
Use same outbound address (support@mydomain.com)

Hope it helps. Will test it.
But this way slightly complicated...

For new client we have to:
1) create support client,
2) make role,
3) set permissions,
4) register user,
5) assign user to role,
6) create mailbox,
7) set forwarding rule
may be miss something.

Jeremy, is it possible automatize this process?
I see first steps is common mailbox and auto-creating role with permissions for new clients (by demand)

As I understand from admin pages - it is.

I have to admit to being a bit lost here. So, if I have 100 clients, I need 100 different mailboxes and cannot have a single support@mydomain.com that handles support requests for them all and still use this module?

Update: I am sorry if this would be better off being posted as a separate issue. I have no intention of diverting the discussion.

As mentioned in issue #1003322: Usability issues a possible solution could be the creation of custom x-headers, the way OTRS does

I haven't tested module out yet because the whole 1 email addrs per client has been keeping me away. But I had the idea, can this module check different folders per client?

You could easily use google apps (or even a regular gmail account) to filter all the different emails per client domain/specific address/etc... into different client folders on the single "support" email address.

> can this module check different folders per client?

That's a great idea. Indeed, the module has a per-client "mailbox" setting. It defaults to "INBOX", but you could probably use this setting to point it to different folders as you've suggested. It'd be great if someone could test this and document it...

(Even with this documentation, I'd still like to leave this issue open -- I do want to see native support for this feature added at some point without custom configuration on the mail server side.)

I think what we need is Rules Module integration.