Easily create support tickets in Izzyplan via email. This feature processes email messages and transforms them into tickets within a Flow.
Setting up email
Access the settings of the Flow where you want to use email ticket automation
In the “Automation” tab, enable the option “Create tickets via 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 directly sharing the email generated by Izzyplan, but always use a personalized email with redirection.
Ask your company's email administration for this, or create a custom email address that will be used exclusively for opening calls and redirect emails to Fluxo's email address.
For example:
Create the email address [email protected] or [email protected] and configure the inbox to redirect all incoming emails to the previously copied address generated by Izzyplan.
Attention!
Don't use Outlook rules for redirection. Outlook rules will forward the message, replacing the sender with the email address where the rule was created.
Rule to avoid duplication
Ticket creation follows a rule to avoid duplication. If an email with the same subject was sent by the same user and there's already an Open ticket, Izzyplan will disregard it. Only the first email will be considered when opening tickets.
Ticket opening protocol
When a user opens a ticket via email, they'll automatically receive a protocol with the request details, as shown below. The ticket number is used for tracking and future reference purposes.
Automation of Contact and Visitor registration
Whenever a ticket is created via email, Izzyplan performs some automatic procedures.
- If the sender is a system user, Izzyplan will create a "Visitor" link for the user in your Organization. If not, it will create a new user and link them to your Organization. Linked visitors can be managed in the "Organization > Users" menu in the "Visitors" section.
- The email sender will be transformed into a Contact within the "Contacts > Contacts" menu.
Ticket responses via email
If the user replies to the Ticket protocol email, the response will be converted 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.
