How it works – High Level:
When your customer (or anyone) sends emails to your support@yourcompany.com address, it will create a new ticket. The sender will get an auto reply confirming receipt, and your team will get an email letting them know a new ticket has been created, by who, and what they had to say.

When your customer or team members get the confirmation email, the Ticket number will be in brackets in the subject line. This is how we know which ticket to update when someone replies to the email. When someone replies to these confirmation/update emails generated from your account, their reply will be added as a new Action on the ticket in question.

To setup the Email integration, you will need to go to the Admin -> Email tab.

Simply forward your companies support address (or another departmental/group email address) to the system email address in your account. When emails are received, they will either create new tickets, or update existing tickets.

Place your company address that you forwarded into the “Organization Reply To Address”. That way, when TeamSupport sends emails, it will insert your address on the FROM line and complete the loop.

Tagging Emails (Subject Line)

  • [Ticket Number] – When TeamSupport sends emails about a ticket, it will include the ticket name and the ticket number in brackets on the subject line. As long as the ticket number in brackets remain in the subject line – when you or your customer replies to that email, it will add their email as a new action/comment to the ticket.
  • [PVT] – If you want to send an email to an existing ticket but you want it to be private – meaning your customer will not get an update email as a result of your update, simply add [pvt] to the subject line.
  • [CLOSED] – If you want to close a ticket with an email, add the keyword [closed] to the subject line.

Attachments
E-mail attachments are automatically extracted from the e-mail and added as attachments to the ticket actions. If you add an attachment to a ticket action, and the ticket is visible to customers, the email your end user receives will contain both your message and the attached file(s) in the action.

Associating E-Mails to Customers
In the Support Desk and Enterprise versions of TeamSupport, the system will automatically add any people on the To or CC line of the e-mail to the ticket. Once they are attached to the ticket (you will see them in the Associations-Customer section of the ticket) they will be updated whenever a visible action is added to the ticket (see Web Conversations for more detail on this).

If the additional users on the To or CC lines do not exist in the Customer database, they will be added automatically. The system attempts to determine which company the contact should belong to by looking at the e-mail address’ domain and seeing if there is a match in a Customer’s “Domains” field (go to Customers-Details-Edit Organization and put the domains (multiple domains can be separated by a comma) in the “Domains” field). If there is no match in any Customer’s domain field, the user will be added to a special company called “_Unknown Company”.

Changing the Ticket Status When a Customer Responds
You can set up TeamSupport so that the status of a ticket changes when a customer responds to it. Read here about how to set this up.

Subject Matching

Please note that if this behavior causes a problem simply turn it off as it is not for every customer.

The preferred method of e-mail exchange within TeamSupport is to use Web Conversations. However, we realize that e-mail exchanges with customers are not always this clean, and sometimes it is necessary to just cc an e-mail conversation into your TeamSupport drop box. This can create a problem since then any time someone does a “Reply All” to the e-mail thread a new ticket will be created in TeamSupport because the ticket number does not exist in the subject line. TeamSupport attempts to solve this by looking at the subject line of the e-mail. If the subject of the e-mail matches an existing and open ticket in your organization, then TeamSupport will associate the incoming e-mail with that ticket.

How does it work?

If an e-mail comes into the drop box that does not have a ticket number in brackets, we will search the company’s tickets and see if there is a ticket with the same subject as the e-mail. If we find one, then we will add the body of the e-mail as an action instead of creating a new ticket.

To prevent us unintentionally adding an e-mail to an incorrect ticket, we look for several things:

  1. The ticket must not have a ticket number in brackets.
  2. The subject of the ticket must match exactly with the title of an existing ticket. Note that we do remove “Re:”, “Fwd:”, and a few other common things in e-mail subjects.
  3. The ticket that we are associating the e-mail with must have been modified within the last 10 days. The theory here is that any ticket that has an ongoing e-mail conversation is most likely new.
  4. We will only attempt to match to open tickets – We will not automatically associate an e-mail with a closed ticket based on a subject match.
  5. We will only associate an action to the ticket if the person who sent the email is already listed as a “Customer” in the ticket. This will prevent matching from different customers and potential data leakage.

Emails that go out to your customers
Emails are sent to your customers when tickets and actions are marked “visible to customers”. These emails run on a 2 minute timer – which starts 2 minutes after the last change was made to the ticket. This allows you to make various changes and avoid sending your customer multiple updates.

When you change the status of a ticket, an email is sent (this is an on/off switch under Admin->My Company). When you add an action that is visible to customers, an email is sent.

You will notice when looking at the actions a Private/Public flag. You can toggle this flag to mark the action visible to customers without having to edit the action.

Customizing E-Mails
All outgoing e-mails in TeamSupport can be customized by changing the e-mail templates. See this topic for more information.

Routing E-Mails from a Customer to a Specific User or Group
You can route tickets created by an end user to a specific TeamSupport Group or User. Read this article for more information.

Alternate Email Dropbox
Read about creating additional Email Dropbox addresses here.

Need more help with this?
Don’t hesitate to contact us here.

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