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generate new cases from email body keywords

Question asked by Rodrigo Sanchez on May 23, 2018
Latest reply on May 24, 2018 by Rodrigo Sanchez

I've been asked from a client if its possible the following:

  • Everytime we receive an email containing the text order no. ##### either in the name or within the subject, we need that Sugar automatically creates a new case with the text order no. ##### as the subject of the case and the rest of the body as the case description.


As far as I know, with the right configurations, you can make that every email received in a certain address generates a case in Sugar, with the subject of said email as the case subject, which could be the solution of this problem but the idea got shutoff quite quickly . So, is there any way to make it that sugar reads every inbound email to identify a specific text and use it to generate a new case? With the subsquent emails going straight to the already generated case instead of creating a new case?


Thnaks in advance.