Content
- Usage and Benefits
- Email Attachments
- Forwarding Requests from Registered Tenants
- Forwarding Requests from Non-Addressable Tenants
- Setup
Usage and Benefits
The "Email-to-Ticket" function allows you to forward inquiries received in your email inbox to the service center for further processing. This significantly simplifies the entry and handling of inquiries. It enables you to maintain a clear overview of all processes and communications.
Forwarded email inquiries are automatically created as tickets in the service center.
E-mail Attachments
Important: Please note that email attachments are lost during forwarding. The only way to retain attachments is to download the attached files from the original email and reattach them to the forwarded email. Attachments in emails further down in the email thread will not be taken into account.
Forwarding Requests from Addressable Tenants
Requests from addressable tenants that you receive via email are automatically assigned to the corresponding user account. This ensures that the tenant has access to all inquiries in the issue management system through the Allthings app.
Setup
ITo use the "Email-to-Ticket" feature, you need a specific forwarding email address. You can find this address on the corresponding card in your Allthings dashboard.
Prerequisites
To see the corresponding dashboard card, Allthings must activate the Omnichannel feature for you. Please contact your Customer Success Team or Key Account Management to enable this feature.
Important: If properties are managed by multiple companies, you will need the respective dashboard card or forwarding email address of the relevant company to ensure tenant inquiries are routed correctly into the issue management system.
Recommendation: Since these forwarding email addresses are typically very long, we recommend creating a new email address under your own domain and setting up forwarding to the email address of the issue management system. You can find detailed instructions on setting up email forwarding for Microsoft Exchange and Office 365 here.