Can I create an incident request using incoming emails?

[admin]

Yes. Creating a ticket using incoming emails is a default feature that tussom offers. There are different approaches that one may leverage based on business requirements -

• One common incoming email id for all customers/end users to create tickets.
  
• Different incoming email ids for different customers or to be assigned directly to the 2nd Level or 3rd Level.
  
• One common incoming email id but assigning to 2nd Level or 3rd Level based on Subject or Content or Sender of the email.
  

tussom offers any of the above approach to be configured.