Best way to manually import an email as a ticket

[nitro]

I still have some annoying clients sending in support requests via email to my direct email address.

 

At the moment I am saving the raw source of the email to the server that WHMCS is on and then replacing any instances of my email address with the correct support department email address. I am then importing in to WHMCS by doing something like:

 

cat import.eml | /usr/bin/php -q /home/whmcs/public_html/pipe/pipe.php

 

This worked ok for me but in the recent test I did WHMCS failed to import the attachment that was included with the original message.

 

I was wondering if anyone had any tricky ways of importing such emails in to WHMCS. I am currently looking in to writing a simple WHMCS plugin for the admin area to manage this without needing to resort to ssh.

[Nick]

I just find the customer and click the 'open new support ticket' link, then copy/paste their email in, under a note saying something like 'Opening a support ticket for an email sent in by customer - replies will be received separately to this email'.

 

That way the user knows that their problem wouldn't be dealt with any quicker emailing someone directly than using the proper support channels, hopefully meaning they'll start using said channels.