To setup emails, click on the Admin tab from your left-hand navigation, then click the Email tab.
- System Email: This is your company’s dropbox account. We recommend you forward your company’s support address to this address and make sure you share it with the rest of your team. Forward any email to your dropbox and TeamSupport will either create a new ticket or update an existing ticket. If the email comes from your customer and we know who they are in TeamSupport, we will associate that contact to the ticket and include any attachments. BCC or CC your dropbox when you send an email and include the ticket number in brackets on the subject line and the email will be attached to that ticket.
- Organization Reply To Address: Once you have forwarded your company’s support@ address to your drop box, insert your compay’s support@ address here. This way, when your TeamSupport account sends emails to your customers, the FROM line will be your support@ address as opposed to the system email address.
- Default Group Assignment: This field contains the group in your account where customer email submissions will be assigned initially. Additionally, for our existing customers who use Classic Portal, this setting serves as the default group for tickets coming from the Classic Portals.
- Require [New] keyword for emails: In some cases, our customers do not want tickets created via email from their end users – or potential spam mail creating tickets. Setting this ON will only create a new ticket from email if we see [new] in the subject line. The majority of our customers leave this OFF.
- Mask Outbound email on the From line to use TeamSupport user’s Alias on public action updates: When enabled and a user adds a public action to a ticket, this setting will modify the “From” line that the contact will see in the email inbox to append the user’s Alias in front of your system email address.
- Require a known email address for emails: This setting will only allow emails into the system if we know who the sender is – be it an internal TeamSupport user or anyone else. As above, the majority of our customers leave this OFF.
- Auto Change Status of a Closed Ticket: When a Ticket is Closed and your Customer updates the ticket via an email, the status of the ticket will change to what you have set as the “email response” status (see here for more about ticket status). If you do not want the status of the ticket to change under this scenario, uncheck this setting.
- Associate additional people to ticket: Automatically associate additional people who are on the To and CC lines of an email 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.
- Mark emails that are identified as Spam: Default is unchecked. If checked, the system will automatically mark emails identified as spam by appending
[SpamMessage]to the message title. Therefore,
[SpamMessage]will also appear on the Ticket Name. If you would like to take action on messages marked as spam, you may do so with Ticket Automation. For example, a Ticket Automation Trigger could search Ticket Name for “SpamMessage” (without brackets) and change the status to “Closed – Junk”.
- Match subject to existing tickets: 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:
- The ticket must not have a ticket number in brackets.
- 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.
- 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.
- 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.
- 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.
- Force Emails on BCC line to be private: If an email is sent to your TeamSupport dropbox address on the BCC line, this option will force the ticket and/or action to be private.
- Restrict customer email updates: Only allow customers who are associated with a ticket to update it via email.
- Use alternate email addresses to reply to tickets: When emails are received via an Alternate Email address, use the alternate email as the Reply To when sending emails about the ticket.
- Allow private actions to update ‘Email Response’ Status: This option causes private ticket updates received via email to change the ticket status to the “email response” status (if applicable). If email response status is not defined, no status change will be made. One way a ticket update received via email may be private is if the [PVT] keyword is used in the email.
- Email Integration Setup: Setting up your system to receive emails takes only a few easy steps.
- Customizing E-Mails: All outgoing e-mails in TeamSupport can be customized by changing the e-mail templates.
- 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.
- Alternate Email Dropbox: You have the option to add additional email “dropboxes” which will route emails into your TeamSupport account.
- 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.
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