Automatic Email Processing
Self-Help Desk can be configured as a mail-in database so that users without immediate access to the application can email their help requests instead. Automatic Email Processing includes two main features:
- AutoResponse. Want your users to know that you care? AutoRespond sends them back an email acknowledging their email. The response also includes a list of document links that may be helpful to them while their request is being processed. Here is where you configure the AutoResponse:
Notice that the ReplyTo field can be set to any value or selected from a list of symbolic names mapped to real email addresses on the Email tab.
The relevant documents are selected using a list of unique words included in their memo and fed to the full text search engine. Here is where you define the way in which the database is searched:
- AutoProcess. This feature turns their memo into a Problem Report or Service Request.
You can also define one or more Rules to process memos. This Rule inspects a digest of the memo Subject and Body, looking for the words "Notes", "Client", or "R5":
If any of those words are found, the memo is automatically entered into the system as a Service Request of Low Priority. You can define as many Rules as needed to refine how the memo is converted.
Of course, you can also manually respond and/or process memos.
Once the memo is converted to a request document, you can assign it to a help desk worker.