Email functionality for Helpdesk

[anthonymarkQA]

Business Requirement

Topics Discussed for context purpose:

As Local/GlobalSupport/GlobalSupportManager , i want to be able to see the emails sent to me and only me. in an inbox feature in openspp, currently its called Leads, under CRM feature.
---one email to receive all request emails
---automatically generate ticket upon receiving emails UNDER helpdesk
---keep unassigned , then can reassign to a support role. by global support, global support manager, admin

This needs to be finalized how emails are being received and by whom. Note: if a scenario comes wherein a support role has to forward and escalate the full conversation of email to a higher role, how will this be handled? thinking of "assigned to" feature.
--- the email logs is already present in helpdesk ticket, so escalating it to another support will be possible.

Should an admin role able to see all emails being received and sent?
---global support , global support manager and admin can see all unassigned tickets from helpdesk
then local support can only see tickets assigned to them

Should we require to have attachment feature for the email? for instance registrants sends images as proof of document. This feature is not being focused yet unless stated otherwise.
---this is required. check with edwin and/or red if already implemented.
Additional Information

User stories:

As Helpdesk user, there should be one email that will receive all email requests so that all incoming emails are found in one place

As Helpdesk user, tickets should automatically be created upon receiving emails under helpdesk so that it can be assigned to proper user roles designated,

As Helpdesk user, Tickets that are automatically created should be by default 'unassigned' state so that i can assign to designated local supports

As Admin, Global support manager or Global support, i should be able to see all unassigned tickets from helpdesk so that i can assign it to designated local supports

As Local support, i should ONLY be able to see tickets from helpdesk that are assigned to me so that a process for validation can be assured/verified.

• Priority: [High/Medium/Low]
• Dependencies: [Other tasks, modules, etc.]
• Attachments: [Screenshots, diagrams, etc.]

🔔 Note: This ticket should address common considerations without including country-specific content. Please ensure all references are generic and applicable across various contexts.