userHelp_en_us.adoc

Assignment e-mail

In the upper table you can manage and create all e-mail addresses of the opened mailbox. Each entry includes:

• Mail address
  The receiving address to which the received e-mail was sent.

• Signature
  If a signature is deposited by you, it will be automatically attached to new manual and automatic e-mails.

• Reply Template
  As soon as an employee writes a reply mail from a service ticket, the automatic template can be stored here.
  In addition, this template is required if the "Send reply mail" indicator is active; this is an automated mail.

• Send answer
  As already described under "Reply template", an automatic reply mail can be activated with this indicator.

• Answer address
  If the reply email address is different from the incoming email address, you can enter it here.

• Default ticket template
  If no template is defined in the rule editor, you can define the fallback here.

• Workflow
  If you want to start a workflow with a new ticket automatically, you can select it here accordingly.

The Signature and Reply template fields are document templates that can be created and edited in the context of the same name.

Assignment of employee groups

For a better organization and clarity of the mailboxes you have the possibility to assign one or more employee groups in the lower table. These groups represent the employees who are to process this inbox.

Assigning employee groups has no further impact on code or other processes.