System and method for integrating support case or ticket management systems via email

摘要

A system and method for integrating a plurality of support case or ticket management systems via email is invented. Said system and method enable escalation of cases or tickets between existing support systems with no or limited customization. Said existing support system is any CRM, helpdesk or service desk system, and can be distributed across a plurality of organizations. The subject, body and other fields of a case can be represented by the subject, body and other fields of an email. And, because email is a built-in capability of many support systems, integration may be achieved without an adapter.