With the current release of lsw_tickets, our main goal was to improve the handling of incoming mails. Before v127 admins where unable to configure the mail processing, apart from discard incoming mails via blacklist the sender address. With our new mail processing rules you are now able to take control about how to filter and handle them.

Filterable attributes:

Mail header
Mail body
Sender address
For specific needs you can also filter these attributes via regex.

Processing options:

Discard
Mark as spam
Redirect to team
Change ticket type & criticality
Set context & keywords
Send reply

We also added 'text blocks' for agents. With text blocks you are now able to create text templates, which you can use to quickly fill worklog entries, pending reasons & closing texts.

In addition, we have made a few smaller improvements:

Added a new administrative list view to directly check for tickets, marked as spam
Added an button into ticket form, to directly creating a new mail
Improved ticket form for smaller resolutions
Improved ticket form for mobile view
Improved mobile view for incident & request lists