Create Unknown User

Description

This extension automatically creates a new user profile in the system as soon as a support email is received from an unregistered sender. As soon as the user is registered, all subsequent interactions are assigned to the user.

Scope of the extension

A Compliance Rule is available after successful installation. The Compliance Rule takes effect when new tickets are received and automatically checks certain conditions - for example, whether the ticket sender is known as a user in the system.

Functions

• Automatic user creation If a ticket is created by E-mail and comes from a sender address that is not registered in the system, the extension automatically creates a new user.

• Tracking user activity If the user created via the extension submits another ticket by E-mail, the system checks whether this user already exists and adjusts the date of the last activity. In this way, the activity of the automatically created user is recorded.
• Automatic status change on reactivation As soon as a user who was previously inactive creates a new ticket by email, the status is automatically adjusted. This ensures that the user’s current activity status is always displayed correctly.

The extension can be adapted to individual requirements if necessary. For example, the Compliance Rule can be extended to take other conditions - such as certain sender domains or ticket categories - into account.