Categorize emails that are sent directly to customer service emails and not via ask a question page
Our customers can reach us in a few ways
1. Through the ask a question page on site where they can select a topic/category that they are contacting us about
2. Responding to our newsletters reach customer support email which ends up as an incident
3. Sending an email directly to our customer support email address
We would like to be able to know what customers in point 2 and 3 are contacting us about (before reading the email) and give it a category.
Has anyone done something like this?