Issue management | Omnichannel | Email-to-ticket

Content

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

What is email-to-ticket?

The "email-to-ticket" feature lets you forward requests from your email inbox directly into issue management and process them there. This significantly simplifies capturing and processing requests. It also gives you a central overview of all activity and communication.

Forwarded email requests are automatically created as a ticket in issue management. The feature is enabled by default for your app.

Setup

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

Requirements

1. Assigning the "Dashboard <Solution Name> Agent" permission (e.g. "Dashboard Omnichannel2ticket Agent") by whoever manages permissions at your company. This permission is created automatically per installed connector and is typically only assignable to people with broad permissions.
   
2. If the feature is exceptionally disabled for your company, please contact your Customer Success team or Allthings Support.

Important: If properties are managed by multiple companies, you need the corresponding dashboard card or forwarding email address of the relevant company to correctly assign residents' requests to issue management.

Recommendation: Since forwarding email addresses tend to be very long, we recommend creating a new email address under your own domain. In addition, you should set up forwarding from that mailbox to the forwarding email address. You can read in detail how to set up forwarding for Gmail, Microsoft Exchange, and Office 365.

Forwarding email attachments

Note: Please be aware that email attachments can be lost when forwarding, and attachments on emails further down the message thread are also not taken into account.

Here's how to successfully forward attached files:

1. Download the attached files from the original email.
2. Attach the downloaded files to the forwarding email.

Addressable vs. non-addressable email addresses

"Email-to-ticket" lets you cover nearly all incoming requests in one place.

Addressable residents

• The omnichannel ticket is automatically assigned to the addressable account.
• Residents can therefore see all requests, including in the service center, in the Allthings app.

Non-addressable residents

• An automatic acknowledgment is sent to the anonymous email address, letting the resident know their request has been forwarded and is being processed.
• The omnichannel ticket is assigned to an anonymous email address, since a non-addressable email address is involved.
  → These tickets are shown to you under a dedicated filter ("Unaddressable residents").
  
• If the resident is already addressable under a different email address, the ticket can be assigned manually via the "Change address" button. The anonymous email address remains on the ticket as an involved person.

Frequently asked questions & troubleshooting

Why is no content shown in the ticket, and what should I do?

It can happen that the omnichannel feature cannot assign a specific address to a ticket. In that case, the ticket is assigned to the entire app, so that all team members are notified that the ticket has come in.

Please inform the app administrator responsible that they need to assign the ticket to a specific address. You can then process the ticket once it falls within your area of responsibility.

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

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

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

If you select an address and, optionally, a requester, that person is set as the ticket's requester. The originally unknown person (email address or phone number) remains on the ticket as an involved person – the two are not merged.