Use and Benefits
The 'E-mail-to-ticket' function lets you have requests received by email transferred to your service center for processing. This significantly simplifies the process of recording and processing requests. Within the service center, you'll be provided with an overview of all processes and the entire chain of communication.
Tickets are automatically created for incoming email requests in the service center to provide for quicker and simpler processing.
Please note that email attachments get lost during forwarding. The only way to preserve attachments is to download the attached files and reattach them to the forwarded email. Attachments in emails that are lower in the message chain will be ignored.
Requests submitted via email by registered tenants are automatically assigned to their respective user account. The tenant can also review all requests in the app's service center as well.
Non-registered tenants can also submit requests via email. An automatic confirmation of receipt is sent to notify the tenant that the request was received. A special filter has also been created in the service center to identify these tickets ('non-registered user'). This ensures that you can keep close track of how many requests are received by non-registered users. 'E-mail-to-ticket' is a helpful way to review and address almost all incoming requests in one spot.
If you have 'App admin' permissions, you can see which email addresses have been designated for service center queries in the 'Omnichannel' section of the app settings. If your property is managed by multiple property managers, the various email addresses will be listed in this spot. Because these involve very long email addresses, we recommend that you create a new email address within your own domain and configure them to redirect to the service center email address. You can read in detail how to set up a forwarding for Microsoft Exchange and Office 365 here.