<< Click to Display Table of Contents >> Navigation:  Standard Features > E-Mail Inbox > Inbox

The “Inbox” shortcut in the “E-mail Mailbox” group displays all incoming e-mails that have been received by the ticketing system and have not yet been fully processed.

The inbox serves as the central worklist for processing incoming e-mails. Depending on the configuration, e-mails can either be processed automatically or manually assigned to a ticket by an agent, or used to create a new ticket.

 

 

Processing incoming e-mails

After receiving an e-mail, the system automatically checks:

•whether the sender can be assigned to an existing person;

•whether the e-mail belongs to an existing ticket;

•whether automatic processing should be performed using e-mail rules.

Depending on the result, the e-mail is either processed automatically or remains in the inbox for manual processing.

E-mails related to active tickets

If an active ticket is identified based on the ticket number in the subject, the e-mail is automatically assigned to this ticket and then archived.

 

E-mails related to closed tickets

If an already closed ticket is identified, the e-mail is assigned to the ticket, but it is not processed automatically any further.

Instead, it remains in the inbox and can be used by the agent as the basis for a follow-up ticket or for new ticket processing.

 

 

 

Automatic ticket creation using e-mail rules

E-mail rules allow tickets to be created automatically based on defined criteria.

Tickets can be created either directly or by using ticket templates.

A prerequisite for automatic ticket creation is that the sender exists in the system as a person or user.

Functions in the e-mail list

The standard “Inbox” view contains, among other things, the following information:

•e-mail status;

•indication of existing attachments;

•recipient;

•subject;

•receipt date;

•receipt time;

•affected e-mail account.

In addition, various grouped and sorted views are available.

 

The following actions can be performed directly in the e-mail list:

Mark as spam

Marks the e-mail as spam.

If the e-mail is located in the inbox, it is also automatically moved to the inbox archive.

Spam e-mails are displayed accordingly in the archive.

Mark as unread

Resets the read status of the e-mail.

The e-mail is then displayed as unread again.

Move to archive

Moves an e-mail from the inbox to the inbox archive without performing ticket processing.

 

E-mail form

The e-mail form contains, among other things, the following information:

•sender;

•recipient;

•CC recipients;

•subject;

•e-mail content;

•attachments;

•reporting person;

•company;

•location;

•organizational unit;

•assigned ticket;

•original ticket — for e-mails related to closed tickets.

 

 

Ticket actions

The available ticket actions are automatically shown or hidden depending on the status of the e-mail.

 

Possible ticket actions:

Create new person

Available if no reporting person could be determined.

This function can be used to create a new person directly from the information contained in the e-mail.

Assign person

Available if no reporting person could be determined.

This function can be used to assign an existing person to the e-mail.

For this purpose, the system checks whether the sender’s e-mail address is already stored for one or more persons in the system.

If exactly one matching person is found, this person is automatically linked as the reporting person.

If several matching persons are found, the agent can select the desired person.

This function is particularly useful for processing e-mails when additional e-mail addresses have subsequently been assigned to existing persons.

 

Additional ticket actions become available after a reporting person is created or assigned and the e-mail is saved.

Create new ticket

Creates a new ticket based on the e-mail.

All relevant information from the e-mail is transferred to the ticket.

Create new ticket from template

Creates a new ticket based on a ticket template.

The agent can decide whether the title and description should be taken from the e-mail or from the ticket template.

All other values are set according to the selected ticket template.

 

 

 

Assign to existing ticket

Assigns the e-mail to an existing active ticket.

Create follow-up ticket

Creates a new ticket based on an e-mail that was originally received for a closed ticket.

Relevant information from the original ticket can be transferred.

Create follow-up ticket from template

Creates a follow-up ticket using a ticket template.

In addition, defined information from the originally closed ticket can be transferred.

Remove ticket reference

Removes the reference to a closed or rejected ticket.

The e-mail can then be processed again.

Depending on the situation, the following actions become available again:

•create new ticket;

•create new ticket from template;

•assign to existing ticket.

 

E-mail actions

In addition, the following e-mail actions are available:

Mark as spam

Marks the e-mail as spam.

If the e-mail is located in the inbox, it is also moved to the inbox archive.

Mark as unread

Resets the read status of the e-mail.

Move to archive

Moves the e-mail to the inbox archive without performing ticket processing.