E-mail Conversation and Queue
E-mail integration brings the ability to view support-related and other e-mails directly from the Web views. The E-mail Conversation and Queue are where you can view and manipulate these integrated e-mails.
The E-mail Conversation
The E-mail Conversation is where you can access all the e-mails related to a specific issue.
To access an issue’s E-mail Conversation:
Log on to the Web view where the issue can be found.
Find the issue using the search feature.
Select the issue from the summary list.
Click
in the toolbar.
The E-mail Queue
The E-mail Queue is where you can access and process all the e-mails pending assessment from a help desk analyst. These e-mails have not been associated to any existing issue.
To access the E-mail Queue:
Log on to a Web view of the desired Project. (Each Project has its own E-mail Queue.)
Click
in the toolbar.
Processing E-mails in the Web View
The E-mail Conversation and Queue are where integrated e-mails can be processed, in the Web view. There, you can:
Send a new e-mail.
Reply to an e-mail.
Forward an e-mail.
Link an e-mail to an existing issue.
Create a new issue from an e-mail.
Sending New E-mails
E-mails are created and sent using the e-mail editor (see Using the E-mail Editor).
You might be interested, for example, in sending an e-mail and keep a copy in an issue’s E-mail Conversation and Activity Log.
New e-mails' fields will be completely blank with the exception of the From address which is determined by your E-mail Options, and the Subject which, for the Conversation only, is pre-filled with the respective issue number.
To send a new e-mail from an E-mail
Conversation or the E-mail Queue, click .
Replying to E-mails
E-mail replies are created and sent using the e-mail editor (see Using the E-mail Editor).
You might be interested, for example, in requesting more information from a customer after receiving a support e-mail.
E-mail replies are pre-filled with the original e-mail’s content, and the From address is determined either by the original e-mail’s Integration Account’s (see Setting up E-mail Integration) e-mail address, or by your E-mail Options if the original e-mail didn’t come from E-mail Integration.
To reply to an e-mail from an E-mail
Conversation or the E-mail Queue, click
or
,
depending whether you want to reply only to the sender or to all the original recipients as well.
Note: see Sending E-mails From Web views to see how an E-mail Conversation reply can automatically update the respective issue’s Actual Initial Response Date and Time.
Forwarding E-mails
Forwarded e-mails are created and sent using the E-mail Editor.
You might be interested, for example, in sending a copy of a customer e-mail to a colleague for second-line support.
Forwarded e-mails are pre-filled with the original e-mail’s content with the exception of the To recipient which is left blank. The From address is determined by your E-mail Options.
To forward an e-mail from an E-mail
Conversation or the E-mail Queue, click .
Linking an E-mail to an Existing Issue
Whether an e-mail is already in an issue’s E-mail Conversation or still in the E-mail Queue, you might find out it is related to some (other) existing issue.
To link an e-mail to an issue, from
an E-mail Conversation or the E-mail Queue, click .
After the e-mail is linked to this new issue, it can be found in this issue’s E-mail Conversation.
Creating a New Issue From an E-mail
Whether an e-mail is already in an issue’s E-mail Conversation or still in the E-mail Queue, you might decide a new issue needs to be created with regards to the information found in it.
To create a new issue from an e-mail
in an E-mail Conversation or the E-mail Queue, click .
After the issue is created, you will receive a message stating the new issue’s number, and the e-mail will now be in this issue’s E-mail Conversation.