Vision Helpdesk V2.2.2 is released and now it supports Two Way Email Parsing.

What is Email Parsing?

User sends email to helpdesk and helpdesk email parser further parse this email and converts it in to a ticket. This process of converting email into helpdesk ticket is called as email parsing.

Vision Helpdesk offers two options for clients to open ticket (issue).

1. Client can open ticket using Vision Helpdesk client portal (i.e, web form)
2. Client can directly send email. In this case Vision Helpdesk email parser converts clients email in to ticket.

What is Two Way Email Parsing?

Previous version of Vision Helpdesk allowed clients to open ticket by sending email to support@yourcompany.com and this email used to get converted in to helpdesk ticket and Staff could reply to those tickets by login to Vision helpdesk Staff area..

Now with Two Way Parsing — Vision helpdesk sends email alerts to Staff email address whenever a client opens a new or updates existing ticket.  Further staff replies to alert message and this staff reply gets appended to ticket in Vision helpdesk.

What’s the big deal?

Two way parsing allows your support staff to reply to tickets via email too. Your staff is not required to login to Vision helpdesk in order to reply to tickets.

Best scenario of two way email parsing –

A company staff can have their email address configured on their mobile  phone - They can receive email alerts on their mobile and reply to those alert messages without actually log-in to web-based helpdesk.

Today we have released Vision Helpdesk V2.2.2 Release — this includes fixing of some important bugs in V2.1.1  and added new features..

Features added in Vision Helpdesk 2.2.2

• Two Way Email Parsing
• Migration of WHMCS tickets to Vision Helpdesk
• Migration from Cerberus to Vision Helpdesk
• Open Ticket in New Tab is now supported

Bug fixes in V2.2.2

• Error while attachment download from client side
• Kayako Support Suite Migration to Vision Helpdesk
• Kayako3.x Migration to Vision Helpdesk
• Spam Plugin
• Right Plugin Panel is blank after new installation

Change Log

You can find the list of files that were edited during version change V2.1.1 to V2.2.2

http://thevisionworld.com/forums/index.php/topic,38.0.html

How to Upgrade to V2.2.2?

Vision Helpdesk offers Auto upgrades from Admin Panel   Click on >> Software Information >> Available Updates will shows updates avalaible for upgrade.

Vision Helpdesk offers powerful e-Mail Parser to manage email communication between user and helpdesk staff - The core function of e-mail parser is to automatically convert e-mail messages into tickets or tickets responses.

Our e-Mail Parser includes some advance features like :

• Ticket Creation — Vision Helpdesk e-mail parser reads email messages and automatically converts them in to ticket.
• Email Detection — Vision Helpdesk automatically detects whether  the incoming message is for a new ticket or is simply a response to an existing ticket.
• Auto-assign Tickets to departments — Vision Helpdesk categorize tickets company and further department wise — E-mail parser auto assigns tickets to respective mail queues (departments) i.e Sales emails goes to Sales Mail queue (Department) and so on..
• Auto Responder — e-Mail Parser sends an auto responder email whenever a new ticket is created - The auto responder email contains the ticket information and user login credentials.
• Infinite Autoresponder Loop Control — e-Mail Parser sends out autoresponder to user email message and if user email too has auto responder set, it will create infinite auto responder loop floading helpdesk with tickets. Our email parser breaks such loops automatically by using advance loop controling mechanism.
• Break Line Detection — This feature will auto remove the old responses / email quotes.
• File Attachments — Both user and staff can attach files to their email messages and ticket replies.
• Follow’s RFC Standards — Our e-mail parser follows RFC standards and it supports email messages originated from all email servers.
• E-Mail Banning — Vision Helpdesk allows staff to ban e-mail addresses,  e-Mail Parser silently excludes parsing email messages originated from such ban email id’s.
• Users Ticket Creation  — User’s can open ticket using Vision Helpdesk client portal or their favorite email client. (example outlook, thunderbird etc).
• Two Way Email Parsing — It allows Client and Staff both to update tickets in Vision Helpdesk via e-mail (they can use their favourite email client to reply tickets.) With this Staff does not need to login to Vision helpdesk to reply to tickets.
• E-mail Piping — Our e-Mail Parser accepts emails using piping method too. (Email Piping is basically email forwarding where emails are just pushed to parser from actual email accounts — This is instantaneous process and widely used)
• Fetch emails using Pop3 / Pop3 SSL / IMAP / IMAP SSL / TLS – This is alternative method for email piping. This requires login and password for respective email accounts that you wish to configure in Vision Helpdesk. Parser is designed to support POP3/IMAP/POP3 SSL/ IMAP SSL / TLS protocols.  This method requires setting up cron job that fetch emails after every 5 mins.
• Supports text and Multi-Part eMail messages — Our e-mail parser supports parsing text and multi-part email messages - images and other mime types are stored as attachment in tickets.
• Blocks executable scripts through emails — Our parser checks email content while ticket creation and deactivates any malicious scripts included in email messages.
• Iconv Supported — We use the iconv function to  handle most email encodings - Using IconV mail parser converts encoding to UTF-8, Example — If a client sends ticket in Persian language IconV converts this encoding to UTF-8 in order to preserver email content.
• Pre and Post Parsing –Pre and Post parser will allow users to set filter criteria and based on criteria they can specify several actions. Filter criteria allows users to define what conditions they want to match against incoming emails.  Users can create pre or post parsing rules and decide execution order for rules. Pre and Post parsing turns out to be perfect tool for automation — based on rule actions can be decided — example changing department, marking ticket as spam, changing ticket priority, ticket status and so on.
• eMail Parser Log –  e-Mail Parser maintains parser log that gives in site of each activity carried out on email message while its conversion to ticket. This is helpful to troubleshoot if something goes wrong while parsing emails.