Issue management | Omnichannel | E-mail-to-ticket

Content

• What is e-mail-to-ticket?
• Setup
• Forwarding e-mail attachments
• Addressable vs. non-addressable e-mail addresses
  • Addressable residents
  • Non-addressable residents
• Frequently asked questions & troubleshooting

What is e-mail-to-ticket?

The "e-mail-to-ticket" function allows you to forward inquiries from your e-mail inbox directly to issue management and process them there. This significantly simplifies the entry and processing of inquiries. It gives you a central overview of all processes and the entire communication.

Forwarded e-mail inquiries are automatically created as a ticket in issue management.

Setup

To use e-mail-to-ticket, you need a specific forwarding e-mail address. You can find this in the corresponding dashboard card in your Allthings Cockpit.

Prerequisites

1. Activation of the "Omnichannel2ticket" function for your company by Allthings.
   → For this, please contact your Customer Success Team or Allthings Support.
2. Assignment of the "Dashboard Omnichannel2ticket Agent" permission by the person who manages permissions in your company.
   

Important: If properties are managed by several companies, you need the corresponding dashboard card or forwarding e-mail of the relevant company to correctly route the residents' inquiry to issue management.

Recommendation: Since the forwarding e-mails are very long e-mail addresses, we recommend that you create a new e-mail address under your own domain. In addition, you should set up a forwarding rule in the corresponding mailbox to the forwarding e-mail. You can find detailed instructions on how to set up forwarding here for Gmail, Microsoft Exchange and Office 365.

Addressable vs. non-addressable e-mail addresses

"E-mail-to-ticket" allows you to cover almost all incoming inquiries in one place.

Addressable residents

• The omnichannel ticket is automatically assigned to the addressable account.
• This means all inquiries are also available to residents in the Service Center in the Allthings App.

Non-addressable residents

• An automatic confirmation of receipt is sent to the anonymous e-mail address, signaling to the residents that their inquiries have been forwarded and will be processed.
• The omnichannel ticket is assigned to an anonymous e-mail address, as a non-addressable e-mail address is present.
  → These tickets are displayed to you under a separate filter ("Non-addressable residents").
  
• If the residents are already addressable under a different e-mail address, the ticket can be linked manually using the "Change address" button. The anonymous e-mail address remains on the ticket as an involved person.

Forwarding e-mail attachments

Attention: Please note that e-mail attachments are lost during forwarding and attachments in e-mails that are further down in the message thread are also not taken into account.

This is how you can successfully forward attached files:

1. Download the attached files from the original e-mail.
2. Attach the downloaded files to the forwarding e-mail.

Frequently asked questions & troubleshooting

Why is no content displayed in the ticket and what should I do next?

It can happen that the omnichannel function cannot assign a specific address to a ticket. In this case, the ticket is assigned to the entire app, so that all team members are informed about the ticket's arrival.

Please inform your responsible app administration person that they should assign the ticket to a specific address. You can then process the ticket if it falls within your area of responsibility.

How do I assign the omnichannel ticket to a specific address?

Prerequisite: You need an issue management permission within the connector area. Omnichannel tickets are accessible to all team members of your company who see the ticket in the ticket overview – across all apps.

1. Open the Allthings Cockpit → Issue management.
2. Search for and open the relevant ticket.
3. Click on "Change address" to assign the corresponding address.
   

If you select an address and optionally a requester, this person is set as the requester of the ticket. The originally unknown person (e-mail address or phone number) remains on the ticket as an involved person – the two are not merged.