Email support requests

Hi Guys,

Just purchased the product after a trial period, and very impressed !

I wondered if it would be possible to enhance the process of taking in requests from unknown contacts?

At the moment we have the options:-

1. Not log the request.
2. Log the request but do not add the contact until approved.
3. Log the request and add the contact without approval.

This works ok for us, but could in my humble opinion be improved:-

1. when a request comes in from a new contact/email address check the company database, and if the domain matches an existing company then assign the new contact to that company.

Also, if we retrospectively update a new contact with it's company link, after we have processed and possibly closed a number of support requests, will the changes to the contact be reflected when reporting? i.e. will those historical requests be held against that company?

Many thanks

Simon
:D