SupportCandy Email Piping enables seamless ticket creation and responses directly from customers’ and agents’ email inboxes.
This feature streamlines the process for customers and agents, eliminating the need to log in to the website to create or reply to tickets. This accessibility significantly increases the likelihood of prompt responses and improved customer satisfaction.
How it Functions:
- Upon setting up an email piping connection (e.g., support@yourdomain.com), incoming emails automatically generate new tickets.
- Customers receive email confirmations for ticket creation, agent replies, or any modifications to tickets. Their email replies to these notifications are imported as ticket replies.
- Agents are notified about new tickets, customer replies, and ticket modifications via email. They can also respond directly to these email notifications to add replies to the tickets.
Piping Methods:
- Basic IMAP authentication: Commonly used for piping incoming emails.
- Gmail API and Microsoft Exchange API: Specifically implemented for Google and Microsoft accounts due to restrictions on basic IMAP authentication.
Piping Multiple Email Accounts: For organizations managing multiple customer-facing email addresses, forwarding these emails to the primary piped address allows all communications to be funneled through SupportCandy. Enabling further notifications ensures emails sent from the original forwarding address are received by customers.
Piping Rules: Customize ticket fields based on forwarding email addresses, sender email addresses, or specific keywords in the email subject or body. For instance, setting a ticket’s priority to “High” if the email contains the keyword “Urgent.”
Additional Settings:
- Allowed emails: Choose to pipe new emails, reply emails, or both.
- Allowed users: Decide whether to pipe emails from registered users or all.
- Email body preference: Select between HTML or text email body preferences.
- Import CC: Include CC emails as additional recipients.
- Block emails: Prevent certain emails from piping by subject or sender’s email address using exact matching, wildcard characters, or regular expressions.
