Connect new email tickets to contacts

[wmburke]

Is your feature request related to a problem? Please describe.

Based on this discussion on issue 2095, I am proposing a new capability to auto-connect new email tickets to contacts and customers wherever possible.

Describe the solution you'd like

First step is to utilize the incoming email address. If this already exists on a Contact, then that Contact will be associated with the ticket.

If the address does not already exists in the Contacts database, then a new Contact will be created using the email address and the name (if any) associated with the sender.

Finally, the domain of the email address will be compared to the domains contained in the Customer database, and if there is a match, then that customer will also be associated both with the Contact and the Ticket.

Describe the alternatives you've considered

Honestly, I have not. I am just exploring helpdesk, came here to find out how this works, and discovered it is missing.

Additional context

No response

[wmburke]

@RitvikSardana I'm new here so apologies if this is a stupid question - feel free to point me at the answer if I should already know it, but what is the development cycle and/or process that needs to happen before this shows up in the end product? I'd like to judge when I can expect to see this roll out.