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 e-mail conversation and 1.png 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 e-mail conversation and 2.png 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 e-mail conversation and 3.png.

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 e-mail conversation and 4.png or e-mail conversation and 5.png, 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 e-mail conversation and 6.png.

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 e-mail conversation and 7.png.

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 e-mail conversation and 8.png.

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.