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Changing Customer Name?


#1

Ian

Need to be able to force the customer first/last name to be different when coming from an email.

In our case, our sales staff has a process through ACT where the EMAIL the tech support contract information into the helpdesk system. However, when it comes to the helpdesk, the customer name is derived from the email FROM FIELD name. What I need is for the customer’s first/last name to appear there instead. I have tried placing the ##customerfirst and ##customerlast variables in the email body, but that does not work.

Any way to do this?


#2

Sure, you need to use the special email parser tags listed in this page:
http://www.userscape.com/helpdesk/index.php?pg=kb.page&id=25

You could also use Live Lookup to pull in the correct first name/last name based on the email, but the above solution is better.