Email ticketing
Email ticketing lets you convert inbound email messages into support tickets or append replies to existing tickets without logging into the support portal. Agents can also manage tickets via simple email commands.
Based on the settings, the email-to-ticket utility:
- Creates new tickets when emails arrive at your designated inbound email address
- Appends replies and attachments to existing tickets when customers or agents reply by email
- Recognizes registered senders automatically
- Supports agent-specific ticket commands (Assign, set Deadline, Comment, Close) embedded in email replies.
New Ticket Creation
When an email arrives at the inbound address, Sympoq parses it and creates a ticket. The following table shows how email fields map to ticket properties:
| Email Message Data | Ticket Data | |
|---|---|---|
| Date/time | Date/time | |
| Subject | Subject | |
| Sender address | Customer email | |
| Sender name | Customer name | |
| Body | Message / description | |
| Attachment(s) | Attachment(s) |
Reply-to-Ticket Appending
When users send a reply to a notification, Sympoq appends the content to the ticket's Actions log. The mapping is as follows:
| Email message data | Ticket Actions log | |
|---|---|---|
| Sender name and address | Customer/Agent | |
| Date/time | Date/time | |
| Body | Ticket reply | |
| Attachment(s) | Attachment(s) |
Email Commands
Agents can perform ticket actions by placing commands at the very top of their email reply (one per line), above the quoted notification:
- Assign a ticket to agent
- Submit an internal note
- Close a ticket.
You type email commands as a reply to an email notification you received when a ticket action is performed, if the corresponding email notification is defined in the Automation rules. The commands must be placed above the received email body, one beneath the other.
Assign
To assign a ticket to a named agent:
!assign=johnd@example.com
Example:
!assign=johnd@example.com
> On Sat, October 26, 2024 1:54 pm, Support Portal <acme+id144709@sympoq.com> wrote:
>
>
Optionally, set a due date immediately after assigning::
!assign=johnd@example.com
!deadline=18-Nov-24
> On Sat, October 26, 2024 1:54 pm, Support Portal <acme+id144709@sympoq.com> wrote:
>
>
Note
- Date format must match what's configured under the General settings section.
- To assign a ticket, the agent must have the appropriate permission for the ticket.
Internal Note
Leave a private note visible only to agents:
!note="internal note in free text form"`
Example:
!note="Take this ticket with high priority and let me know when it's resolved"
> On Sat, October 26, 2024 1:54 pm, Support Portal <acme+id144709@sympoq.com> wrote:
>
>
Warning
Incorrect formatting (missing quotes or exclamation mark) will send your text as a public reply.
Close Ticket
Close the ticket immediately:
!close
> On Sat, October 26, 2024 1:54 pm, Support Portal <acme+id144709@sympoq.com> wrote:
>
>