The Help Desk seems to work fine, but we get a majority of customers emailing our support email address directly rather than go to the help desk form.
 
Can anyone think of a way to route email to the help desk module and create a new ticket?
 
How else do people manage this situation?

I also would love to see all emails sent to the support address come in thru the Help Desk. I've wondered if ViArt may be capable of doing that already, but I just haven't set it up right?

http://www.viart.com/email_parser_installation.html
 
I do this already, and the feature works great!!! Also, when the customer replies to the email that you send out via your helpdesk, it updates the current ticket with their response... it's great!!

Thanks Dan.
 
I am still working on the server config to get it working correctly, but I expect this will do the trick just fine.