How to connect incoming emails to existing cases and create new incidents automatically
You can increase the efficiency of your support service without missing a single client service request. When an incoming email is received, Creatio analyzes the subject and sender's email address. If the email refers to an existing case, it will be connected to that case.
Incoming email to your support team are checked in 3 stages:
1.whether the recipient’s email address is in the [List of email addresses for case registration] lookup.
2.whether the recipient’s email address is in the blacklist.
3.whether the email subject contains the number of an opened case.
If an email cannot be connected to existing cases, Creatio automatically creates a new case. The system identifies the contact and account of the new case based on the sender's email address. All incoming emails are connected to accounts and contacts in the same manner.
To reduce the workload of the support team, you can create a blacklist of email addresses and domains that should not be used to automatically create cases. Creatio will either ignore emails form blacklisted domains or create cases and immediately assign them the “Canceled” status.
To enable case registration by email, set up integration with email service. You will also need to:
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create a list of support service mailboxes whose incoming emails will be used for automatic case registration and linking emails to cases. Read more >>>
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specify a blacklist of email addresses and domains for "junk" case registration. Read more >>>
Note
The list of support service mailboxes is maintained in the "Case registration mailboxes list" lookup. The blacklist is maintained in the [Blacklist of email addresses and domains for case registration] lookup.
Contents
•How to create incidents from incoming emails automatically
