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Email piping allows customers and agents to create and reply to tickets directly from their email inboxes. This will save a lot of time for your customers to visit your website every time, log in to their account, and then create a new ticket or reply to the existing tickets. Because of this, the chance of customers getting back the tickets will be increased.
Original price was: Rs6,478.00.Rs410.00Current price is: Rs410.00. for 1 year
Email piping allows customers and agents to create and reply to tickets directly from their email inboxes. This will save a lot of time for your customers to visit your website every time, log in to their account, and then create a new ticket or reply to the existing tickets. Because of this, the chance of customers getting back the tickets will be increased.
For example, you are using [email protected] to send email notifications of the tickets. You will need to set up an email piping connection of the same email account.
There are three methods available for piping connection.
IMAP is the most popular way of piping incoming emails. Unfortunately, Google and Microsoft do not allow basic IMAP authentication, so we have implemented an API-based email piping connection for them which will take less than 5 minutes to set up.
It is possible if your organization has more than one email address to communicate with customers, and you wish to pipe them all with SupportCandy. In this case, you will need to forward all emails from the rest of the email accounts to the one already piped. Also, list them within the email piping setting as forwarding email addresses.
You can also enable further email notifications of the tickets sent from the original forwarding address. For example, if you are forwarding emails from [email protected] to [email protected] (piping address) and this setting is enabled, email notifications of the ticket created for this email will be sent from [email protected] and not from [email protected].
The piping rule enables you to set predefined ticket fields based on conditions you set on forwarding email addresses, sender email address, and keywords matching the subject and body of the incoming email.
For example, if the email subject or body has the keyword “Urgent”, you may wish to set the priority of the ticket being created to “High”.
You can use exact matching, wildcard matching, or regular expressions for every condition.
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