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IOTAP’s Email to Case Automation add-on helps your company efficiently manage the support process by automatically creating cases from emails and auto-populating case fields from the email body.
The standard functionality that can be achieved via workflows is very basic and has lots of limitations. E2CA not only fills these gaps but also takes the case creation automation to the next level.
Support Queue: Email to Case Automation can monitor multiple mailboxes creating tickets or cases in CRM automatically whenever emails are received.
Exclusion \ Inclusion Configurator: Unwanted case creation can be avoided by excluding emails received from specific domain and email addresses. Further email loop protection settings will also allow exclusion of auto-responded emails. (There is also a provision to over-ride the exclusion criteria for certain user-scenarios).
Case Creator: Case record is created with case-fields automatically populated from email as well as fields that have been configured with default values. Some of the fields that could be auto-populated are: case title, description, origin, subject, etc.
Case Linker: Case record is linked with either contacts or accounts based on the settings. If no match is found then the case could also be linked to a dummy account or dummy contact.
If the email is regarding an existing case then the search algorithm can also search for case ID in the subject line (all of this is configurable).
Case Owner Assignment: There are multiple options available for Case Owner assignment:
Auto-Response Management: Automatic email notifications (both internal and external) could be sent on case creation based on the email template selected. Further there is an additional functionality to add direct URL for case record in CRM (this would allow CRM users to directly browse to the case record in CRM).