Updated: Aug 11
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.
Email to ticket workflow can be activated in 2 different ways:
Scenario 1: A customer send an email to a support email address
Scenario 2. An Agent creates a new ticket and use customer email as requestor
Step 1: 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 Incoming email setting
Enable the incoming email feature and you can fill the email address that will be the recipient address as well as the email address name that will appear for the user
Acknowledgement is the email user will be greeted with when sending new enquiry by email
Email signature will automatically be appended to all messages from support team
Scenario 1: Raise a ticket using email
Adele, an external user to the company, needs support. So she raises a ticket using Email
Scenario 2. Raising a Ticket with Email as 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.
Adele has received the acknowledgement email after raising a ticket using email
Notification when creating a ticket using email
Allan, The IT help desk manager, has received a notification for the new request coming from email.
Communicate with support team using email
Following email communication from Adele, the requestor, will be added as comment in Ticketing App
Hope you enjoy this post about incoming email in Ticketing App
Have a great day!