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The user can submit a ticket for a tech support service via several ways. For example, by sending an e-mail to the technical support service of a company.

To enable this messaging feature, the system settings must be configured as follows:

  • via the "Helpdesk" module
  • via the "E-mail" module
    •

    "Technical Support" settings

    • Create an E-Mail source (if not created yet) at the Sources page (Services >Helpdesk> Reference book > Source). Specify email in the Mnemonic code field:

      Creating new source

    • Create a category at the Categories page (Services > Helpdesk > Reference book > Categories. This category will be used for messages, incoming to the tech support via e-mail. You must specify email in the Mnemonic code field:

      Creating message category


    "E-mail" module settings

    • Create a record at the Mailboxes page (Services > Mail > Mailboxes) for the e-mail to technical support service:

      List of records (mailboxes)

      Note: Detail information on how to add mailboxes is provided in the Mail section, in the Mailboxes lesson.

    • Add a new rule at the Mail rules page (Services > Mail > Rules) for processing of e-mail messages. When creating a rule, select the type adding message to tech support:

    • At the Parameters tab you must specify the name of the rule within the rule form. Also, select a mailbox to which the rule will be applied.
    • At the Conditions tab specify the conditions, under which the e-mail message will be added to tech support:

      Conditions for rule application

    • Additionally, select the option yes, try to associate trouble ticket with the user in the field Identity registered user by e-mail. Then specify to which site the message must be linked, and select the category that uses the previously specified email mnemonic code (see the above description on how to create Mail messages).

      Rule application conditions

      When required, a level of priority can be defined for the new messages, received by e-mail (priority levels must be created beforehand at the page Services > Techsupport > Reference book > Priority.

    As a result, when a user writes and submits an e-mail to the technical support service of a company, this e-mail message will be added to the list of messages:

    Tech support messages





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