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How your customers can interact with your assignee using email (Email to Ticket) with Ticketing App

  • Photo du rédacteur: Marc (TeamsWork)
    Marc (TeamsWork)
  • 12 janv. 2023
  • 3 min de lecture

Dernière mise à jour : il y a 1 jour

Hi All,


Contrary to what one might think, the use of email to reach customer service is still on the rise.

I will introduce Today an essential feature of Microsoft Ticketing app which is the capability for your customer to interacts with your agent using email, also called email to ticket.


Facing issue when configuring a mailbox? Check out this blog

Configure your email to ticket

To know more, you can either read the highlights below or watch this video for a more detail explanation.


Go to the Setting area and open the Email to Ticket setting:

  • Click +Email Account.

Add email account

  • Pick the email mailbox you’d like to use.

Pick account

  • The email you've selected will be displayed with the status Active.

Email status Active

  • Acknowledgement is the email user will be greeted with when sending new enquiry by email

Acknowledgement template

  • You can configure an Email Signature that will automatically be appended to all messages from your support team

Email Signature

Customer send an email to support email address

Adele, an external user to the company, needs support. So she raises a ticket using Email

Customer send email

Notification to assignee

As an IT help desk manager, Allan receives notifications for new requests coming from email. To streamline this process, Allan uses the automation feature, which automatically assigns the request to him. For more detailed information about automation feature, you can read this blog post.

Notification to assignee

Requestor receives acknowledgement email

Adele has received the acknowledgement email after raising a ticket using email

Requestor receives email

Assignees creates a new ticket on behalf of an external requestor

Allan creates a ticket on behalf of John. But, because John is an external user, Allan creates ticket using John's email as requestor.

Assignee create a new ticket

Assignee comments a ticket

When an assignee adds a comment to a ticket, it sends an email to the requestor by default. 


Requestor replies to the email

When the requestor replies to the email, it adds the response as a comment in the Ticketing App and notifies back the assignee.

Requestor reply to email

Add more people to the conversation

With "Cc" email management, when Adele adds people to the "Cc" section in her response, they get recorded in the conversation, keeping them updated to the ticket activity.

Add more people

How to Prevent Specific Emails from Becoming Tickets

If you're using a (shared) support mailbox and want to filter out certain automated emails (e.g., bounce back, backup alerts, monitoring notifications) from being imported into your ticketing system, you can do this using Outlook Rules.


You can create a rule in Outlook that automatically moves to folder, archives, or deletes emails based on specific criteria—such as sender address, subject line, or keywords. This prevents them from reaching the inbox folder monitored by the ticketing system.


Example Rule Configuration

Steps to Create the Rule:

  1. Open Outlook Settings and go to Rules

  2. Click +Add New Rule.

  3. Set conditions (e.g., “from a specific address” or “with specific words in the subject”).

  4. Choose an action like “move it to a folder” or “delete it”.

  5. Save and apply the rule.



Hope you enjoy this post about incoming email in Ticketing App


Have a great day!


Marc



TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM As A Service, Ticketing As A Service and Checklist As A Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.

 
 
 
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