Set up the shared email account that will be used for emailing between the service team and the users. Incoming messages from these mailboxes will be analyzed by the system to register new applications and connect them to existing ones. Additionally, the support mailbox can be used for sending case email-notifications to customers.
Note
In order to communicate with customers via support mailboxes, set up the synchronization with the email provider (by IMAP/SMTP protocol or MS Exchange service).
To set up the shared email account:
1.Open the System Designer by clicking 
in the top right corner of the application window.
2.Click the [Lookups] link in the [System setup] block.
3.Open the [List of mailboxes for case registration].
4.Click [New].
5.Click the 
icon and select the mailbox added during email integration setup.
6.Enter the mailbox name, such as “1st line support”, to identify it later.
7.Repeat steps 4–6 if you are using more than one support mailbox.
As a result, all emails received on the mentioned mailboxes will be processed as basis for new incident registration.
Set up a common mailbox for the technical support team for communication with customers and sending notifications about the case. Read more >>>
How to set up the language of support service mailbox
The mailbox language is set up for multilingual communications with customers. This setting has an impact upon:
-
mailbox selection when sending automatic customer notifications
-
email template language selection
-
the language of notification sent to a customer without the preferred language specified.
You can set up the language not only for the shared support service mailbox but also for any other mailboxes used in Creatio for sending notifications.
The mailbox language is specified on the email account setting page (Fig. 1).
Fig. 1 Setup of shared support service mailbox language
You can specify only one language for one mailbox in Creatio.
See also
•Integration with the MS Exchange service
•Integration with email services by the IMAP/SMTP protocol
•How to create incidents from incoming emails automatically
•How to connect incoming emails to existing cases
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