MOSES: Mail to Ticket Automation

When our IT department switched to a new Service Management system, converting support emails into tickets meant a lot of manual copy-pasting. That got old fast.

The Solution

I created MOSES (Mail Outlook Service Entry System), a VBA module for Microsoft Outlook that:

• Adds a custom ribbon button to the Outlook interface
• Extracts email content, attachments, and metadata
• Communicates with our internal ITSM API to create tickets
• Maintains email threading for ongoing conversations
• Provides status feedback to the user

Results

Ticket processing went from 3-4 minutes per email down to under 30 seconds. With 50+ support emails a day, that’s about 2-3 hours saved across the team daily.

Despite being built with the often-maligned VBA, the module has been running stable in our department for over a year with barely any maintenance.