I'm not looking for recommendations but I'd like to know how some of these types of ticketing systems work when it comes to a specific functionality. Imagine an IT or helpdesk ticket system where someone creates an issue. Within the issue one can respond / comment on the issue (one to many relationship between an issue, the one side, and the comments: the many side).
What I am curious about is the end user puts in a request (the ticket) via say a web based tool. He / she can then add comments to the ticket directly in the web tool. But here is where my question is, some of these type of systems allow you to comment directly in the automatic email that is sent from the ticketing system. Directly from the email the content of that email becomes the comment within the system automatically. Usually the system will have some ticket unique identifier within the email so that it can be sent back to the database automatically. My question is how does this work?
How do these type of systems end up mapping the contents of the email to the database record and where should this processing be done (some sort of exchange integration)? Can anyway please explain how this is setup (is there a process that just looks at incoming emails and reads the subject?), etc.
I'm looking for more specifics, as I can understand how the number is within the email but is there another program / process being run constantly to monitor email? Where is this program / process sitting? Is it talking to exchange or an smtp folder, or a folder based on a mail profile? I'd really love to see some visualization of how this works or an in depth process?