Easily create support tickets on Izzyplan via emails. This feature processes email messages and transforms them into tickets within a Flow.
Configuring email
Access the settings of the Flow you want to use email ticket automation
In the “Automation” tab, enable the option “Create tickets by email and Tiny Site”
Copy the email address that will be used to open tickets in the flow.
Use a personalized email
For security and control reasons, we do not recommend that you directly disclose the email generated by Izzyplan, but always use a personalized email with redirection.
Ask your company's email administrator, or create a personalized email that will be used exclusively for opening tickets and redirect emails to Fluxo's email address.
For example:
Create the email [email protected] or [email protected] and configure the inbox to redirect all incoming emails to the previously copied address, generated by Izzyplan.
Rule to avoid duplication
Ticket creation respects a rule to avoid duplication. If an email with the same subject was sent by the same user and there is already a ticket with Open status, Izzyplan will disregard it. Only the first email will be considered when opening tickets.
Ticket opening protocol
When the user opens a ticket via email, they will automatically receive a protocol with details of the request, as shown below. The ticket number is used for control and subsequent queries.
Automation of contact and visitor registration
Whenever a ticket is created via email, Izzyplan performs some automatic procedures.
- If the sender is a user of the system, Izzyplan will create a "Visitor" link for the user in your Organization. If not, it will create a new user and link him to your Organization. Linked visitors can be managed in the "Organization > Users" menu in the "Visitors" section
- The sender of the email will be transformed into a Contact within the "Contacts > Contacts" menu.
Email ticket responses
If the user responds to the Ticket protocol email, the response will be transformed into a comment within the Ticket. The comment response sends a notification to the user and directs them to access Izzyplan for more information.
Attachments
Attachments sent by email when opening the Ticket will be disregarded, at least for now.
