In the last post on the Outlook2CRM Development Blog, I mentioned the addition of the new Contact Match dialog. This new dialog was built to allow for key changes to be made to Outlook2CRM to more easily extend the capabilities of the out of the box buttons. The first of these new capabilities has now been implemented.

The predecessor to Outook2CRM, the Outlook Ticket Addin, was able to create just tickets. The #1 feature request for that product was the ability to not only create new tickets, but to also update existing ones. Due to a design limitation of that product it was shelved, and now getting dusted off by Outlook2CRM. The new OOTB button for "Ticket" (notice the word "Create" has been dropped from the button's caption) will now take you to the new Ticket Action dialog:

This new dialog gives you two options, the standard action to create a new ticket from the e-mail which works the same as before, and the new option to select an existing ticket to update from the e-mail. If the action to "update an existing ticket" is selected the contents of the e-mail is added to a new ticket activity - and of course, the files attached to the ticket (and any inline images) can also be included as attachments on the ticket (whether you're creating a new one or updating an existing one).

And the best part, all this, of course, is customizable